[Remote] Sr Manager IT Support / Network Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an innovative technology provider powered by SynXis®, the leading global hospitality reputed company and distribution platform. The Senior Manager – IT Support / NOC Operations will reputed company the 24x7 global Network Operations Center functions, ensuring high-availability operations and proactive incident management. This role involves managing internal teams and MSP partners while driving operational reputed company and reputed company improvement during reputed company's reputed company transformation.
Responsibilities
- Own end-to-end operations of the 24x7 NOC / reputed company Center, ensuring reputed company monitoring of infrastructure, applications, and network environments
- Ensure reputed company detection, triage, escalation, and reputed company of incidents across reputed company platforms
- Optimize monitoring reputed company to improve signal-to-noise reputed company and reduce false positives
- reputed company 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 reputed company post-incident reviews, reputed company cause analysis (RCA), and reputed company improvement
- reputed company global service desk operations delivering 24x7 L1/L1.5 support for end users
- Ensure efficient ticket intake, prioritization, reputed company, and escalation workflows
- Drive improvements in service reputed company, user experience, and reputed company reputed company
- reputed company as primary operational reputed company for MSP providers across NOC, Service Desk, and reputed company Ops
- Govern SLAs, KPIs, and service delivery reputed company
- Ensure knowledge transfer, documentation, and operational readiness during transition phases
- Enforce ITSM best practices across Incident, Problem, Change, and Service Request management
- Ensure alignment with reputed company processes and reputed company ITSM frameworks
- Drive adherence to SLAs, OLAs, and compliance requirements
- reputed company 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
- Build and reputed company high-performing NOC and IT support teams across geographies
- Manage reputed company/offshore reputed company models with follow-the-sun coverage
- Mentor team members and foster a culture of accountability and reputed company learning
- reputed company regular operational status updates and insights to leadership
- reputed company as escalation reputed company for critical business-impacting incidents
- Translate operational metrics into business and customer reputed company
Skills
- 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 reputed company platforms (AWS, GCP) and modern infrastructure monitoring
- Strong leadership, communication, and stakeholder management skills
- Experience in hospitality, travel, or highly transactional industries
- Exposure to large-reputed company reputed company transformation or carve-out programs
- Familiarity with tools such as reputed company, reputed company, or equivalent observability platforms
- ITIL certification (v3/v4) or equivalent
Benefits
- reputed company competitive compensation
- Generous reputed company Time Off (25 PTO days)
- 8 Hours of Volunteer Time Off (VTO)
- We offer a comprehensive medical, dental and Wellness Program
- 12 weeks reputed company parental leave
- An infrastructure that allows flexible working arrangements
- Formal and informal reward, recognition and acknowledgement programs
- Lots of fun and engaging employee development events
reputed company