Senior Manager, Systems Operations

Job description

Job Purpose

The Senior Manager of Systems Operations’ role is responsible for managing a team of analysts providing immediate assistance to traders, back office, support personnel and IT staff to achieve the highest customer satisfaction and minimize the impact of IT related problems. The Systems Operations Senior Manager oversees a highly specialized support organization that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, surveillance and data services.

This is a business and customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related IT issues. The role requires a blend of general technical and business knowledge, and this individual will work as part of a results-oriented and service-delivery team. The ideal candidate brings proven people management experience from a high-consequence technical operations environment.

Financial markets experience is a plus and will accelerate ramp-up, but strong candidates from cloud infrastructure, telecom, regulated IT, or similar high-stakes environments are encouraged to apply.

Responsibilities

Team Leadership: Lead a globally distributed team of Analysts across the US, India, and Australia. Provide hands-on guidance, mentoring, and performance management. Hold a high bar for accountability and foster a culture of ownership, continuous improvement, and empowerment.

Process Improvement

Identify and drive process improvements that reduce incident frequency, eliminate operational toil, and increase team velocity. Champion automation adoption and data-informed decision-making as core to how the team operates.

Training and Support

Build team capability through structured training, clear documentation standards, and active coaching. Act as the primary escalation point for staff issues and drive a culture where knowledge is shared, not siloed.

Collaboration and Communication

Build strong working relationships with development, engineering, infrastructure, and network teams. Represent Systems Operations in cross-functional discussions and act as a credible operational partner to internal stakeholders.

Continuous Improvement

Lead or participate in continuous improvement initiatives that advance operational maturity. Actively identify and scope use cases for automation and AI-enabled workflows within the team’s day-to-day operations.

On-Call Rotation

Participate in an on-call rotation as needed.

Additional Duties

Perform any other activities as directed by management.

Knowledge and Experience Experience

5+ years of direct people management experience in a technical operations environment, with clear accountability for team performance, development, and retention. Team lead or delegation-only roles do not satisfy this requirement.

Strategic Thinking

Demonstrated ability to think beyond the ticket queue - connecting operational metrics to business outcomes, identifying systemic risks, and building plans that improve team capability over time.

Production Operations

Experience with managing production operations, monitoring, alerting, notifications, etc.

Scripting Languages

Proficiency in scripting languages such as Bash, Python, and/or PowerShell.

Server Administration

Strong proficiency with Linux and Windows Server administration.

Monitoring Tools

Experience with monitoring and alerting tools (Splunk, Nagios, BigPanda, PagerDuty).

Problem-Solving

Excellent problem-solving and troubleshooting skills.

Documentation

Process-oriented with great documentation skills (Confluence).

Business Continuity

Experience with automation of business continuity/disaster recovery.

Preferred Knowledge and Experience Cloud Services

Experience with open-source technologies and cloud services (AWS/Azure).

Scheduling Tools

Experience with Rundeck and/or Cisco Tidal Enterprise Scheduler.

Monitoring Tools

Experience with BigPanda and PagerDuty.

AI Ops

Familiarity with AI-assisted operations - including workflow automation, AI-powered alerting and event correlation, and the use of AI tools to reduce operational toil. Demonstrated curiosity about applying AI to real operational problems is strongly valued.

Financial Markets / FIX Protocol

Experience in financial markets operations and/or FIX Protocol. Valuable for ramp speed and platform credibility - not a barrier to entry. Training and mentorship available on the platform side. #LI-JM1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.