Job Purpose
At Intercontinental Exchange System Operations is the focal point of a highly specialized support model that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, and data services. The role of Manager, System Operations is responsible for overseeing daily production, including maintenance, and performance of application and server infrastructure, ensuring high availability, reliability, and security. This role involves optimizing operational workflows, and implementing best practices for monitoring, troubleshooting, and incident response. It requires a blend of technical and business acumen, as well as a comprehensive familiarity of the platforms being supported.
Responsibilities
- Lead incident response efforts, root cause analysis, and post-incident reviews for critical system issues to help ensure production reliability.
- Establish escalation procedures and ensure timely resolution of system outages or performance degradation.
- Collaborate with development, network, security, and support teams to diagnose and resolve technical problems.
- Participate in change management, planning and evaluation, including CAB oversight to ensure stability in a high velocity environment.
- Manage and mentor a team of analysts, challenging and developing them to match the future needs of the business.
- Define and improve operational processes, focusing on efficiency and automation to reduce repetition and manual tasks.
- Coordinate with cross-functional teams to eliminate friction and ensure
- Ensure systems comply with company policies, industry standards, and security best practices.
Knowledge and Experience
- Experience in a senior technical role supporting diverse and distributed systems and applications.
- Experience in team leadership or management that included direct reports and annual review cycles.
- Strong technical knowledge of servers, operating systems, networking, and database technologies.
- Demonstrated skills and aptitude for training and mentoring others.
- Excellent customer service, written and oral communication skills.
- Weekend and off hours support is required.
- Bachelor’s Degree in Computer Science or related technology discipline.
Preferred
- Financial markets, trading and clearing systems.
- Experience with ServiceNow, particularly Incident, Ticket and Change modules.
- Reporting and analytics with Tableau, or similar such as Power BI.
- Proficiency with Microsoft Office Suite and the ability to manage and develop complex Excel Spreadsheets.
- Proficiency in Linux and Windows operating systems.
- Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
- Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.
