Sr Manager, NOC Operations

Aven Hospitality is an innovative technology provider powered by SynXis®, the leading global hospitality commerce and distribution platform. We empower hoteliers around the world to exceed expectations, solve daily challenges, and stay ahead of the competition.

With our comprehensive portfolio of solutions, hoteliers can manage distribution, retailing, payments, operations, and more. Providing hoteliers the tools to maximize revenue, improve operational efficiency, and deliver personalized guest experiences that drive satisfaction.

Our tools are built to seamlessly integrate with each hotelier’s unique strategy, elevating guest satisfaction and creating meaningful connections.

We are pioneering AI in hospitality technology to unlock new opportunities, drive efficiency, and personalize the guest experience. By prioritizing stability, scalability, and data-driven insights, we equip hoteliers to adapt and thrive in an ever-changing landscape, ready for whatever comes next.

Senior Manager – NOC Operations

Reports To: VP, Platform & Cloud Services

Role Overview

The Senior Manager –NOC Operations will lead Aven Hospitality’s 24x7 global Network Operations Center (NOC)/Command Center functions. This role is accountable for ensuring high-availability operations, proactive monitoring, rapid incident response, and consistent service delivery across cloud, network, and end-user environments.

This leader will manage both internal teams and MSP partners, driving operational excellence, governance, and continuous improvement while ensuring alignment with business-critical hospitality systems and guest-facing platforms.

The role plays a key part in establishing scalable operations during Aven’s cloud transformation and MSP transition.

Key Responsibilities

1. NOC / Command Center Leadership

• Own end-to-end operations of the 24x7 NOC / Command Center, ensuring continuous monitoring of infrastructure, applications, and network environments
• Ensure timely detection, triage, escalation, and resolution of incidents across all platforms
• Optimize monitoring strategy to improve signal-to-noise ratio and reduce false positives

1. Incident & Major Incident Management

• Lead incident management processes across L1, L1.5, and L2/L3 escalation tiers
• Drive Major Incident (P1/P2) response, coordination, and service restoration across teams
• Ensure structured post-incident reviews, root cause analysis (RCA), and continuous improvement

1. Service Desk Operations

• Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users
• Ensure efficient ticket intake, prioritization, resolution, and escalation workflows
• Drive improvements in service quality, user experience, and first-call resolution

1. MSP & Vendor Management

• Act as primary operational interface for MSP providers across NOC, Service Desk, and Cloud Ops
• Govern SLAs, KPIs, and service delivery outcomes
• Ensure knowledge transfer, documentation, and operational readiness during transition phases

1. Service Management & Governance

• Enforce ITSM best practices across Incident, Problem, Change, and Service Request management
• Ensure alignment with ServiceNow processes and enterprise ITSM frameworks
• Drive adherence to SLAs, OLAs, and compliance requirements

1. Operational Readiness & Continuous Improvement

• Lead transition-to-operations (TTO) readiness including knowledge transfer, shadowing, and go-live stabilization
• Continuously optimize workflows, automation, and operational efficiency
• Implement monitoring, alerting, and service reporting improvements

1. Team Leadership & Organization Development

• Build and lead high-performing NOC and IT support teams across geographies
• Manage onshore/offshore staffing models with follow-the-sun coverage
• Mentor team members and foster a culture of accountability and continuous learning

1. Stakeholder & Executive Communication

• Provide regular operational status updates and insights to leadership
• Act as escalation point for critical business-impacting incidents
• Translate operational metrics into business and customer impact

Required Qualifications

• 10–15+ years of experience in IT Operations, NOC, or Service Desk leadership roles
• Proven experience managing 24x7 operations in a global, distributed environment
• Strong experience in ITIL-based service management (Incident, Problem, Change)
• Demonstrated experience managing MSP/vendor relationships in a hybrid model
• Experience with cloud platforms (AWS, GCP) and modern infrastructure monitoring
• Strong leadership, communication, and stakeholder management skills

Preferred Qualifications

• Experience in hospitality, travel, or highly transactional industries
• Exposure to large-scale cloud transformation or carve-out programs
• Familiarity with tools such as ServiceNow, Dynatrace, or equivalent observability platforms
• ITIL certification (v3/v4) or equivalent

Work arrangements

• Hybrid working mode; 3 chosen days from the office in a week
• Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs

Paid time off

• Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.
• Paid volunteer time: take 1 day annually to give your time to a charitable organization of your choice

Your money

• My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card
• Tax deduction: take the opportunity to claim deductible costs, reducing your income tax
• Employee Capital Plans: profit from long-term saving scheme co-financed by Aven and the State Treasury

Health and wellness

• Luxmed VIP medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services
• Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package
• Employee Assistance Program: find help in free, confidential program with a certified counselor
• Mindfulness & meditation apps: take care of your mental and physical health
• Life insurance: sign up for free, high coverage life insurance program

Career development

• Professional development: access to e-learning platforms as well as join Aven live learning sessions
• Certification and tuition reimbursement
• Our Communities: join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group, Innovation Lab Community, Women in Technology, SOLVE!T and many more)

And more

• Car and bike parking
• Fun & Relax zone in modern office: enjoy electronic tables to work, foosball, ping pong, pool table, swings, massage chairs and terraces to admire a panoramic view of Kraków. We have parents’ rooms as well
• Attractive Referral Bonus

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application.

Please note that only candidates who meet the minimum requirements will proceed in the selection process.