Engineering Manager, Technical Operations

The Role

The Engineering Manager, Technical Operations leads the US based team responsible for execution and global alignment across ITIL processes—including Incident, Problem, Change, Monitoring, and Escalation workflows—and manages staff supporting these disciplines. 

This role provides leadership in Major Incident response, operational readiness, service health monitoring, documentation standards, and continuous improvement practices. It collaborates closely with global SRE service owners, international operations teams, and engineering groups to ensure unified execution and adherence to service reliability and operational governance standards. 

This is a hands-on and managerial role, requiring strong operational judgment, deep process expertise, and the ability to effectively coach teams, manage escalations, and build trusted partnerships across technology and business organizations. 

How You'll Help Take Us There

Team Management 

• Lead and mentor US Technology Operations staff supporting ITIL processes and operational governance.
• Manage a geographically distributed set of stakeholders and ensure consistent process execution across regions.
• Provide guidance, coaching, and performance reviews while developing career progression and skills development plans.
• Coordinate with HR to recruit and onboard new team members.
• Maintain and improve the team's skills matrix; identify capability gaps and target training investments.
• Run team ceremonies—standups, retrospectives, process reviews—to foster transparency and continuous improvement.
• Ensure rigorous documentation, operational discipline, and structured escalation practices.
• Oversee operational readiness for new services, ensuring monitoring standards, runbooks, SLIs/SLOs, and resiliency plans are in place. 

Process Ownership & Operations 

• Own and govern US execution of Incident, Problem, and Change Management processes in alignment with global standards.
• Lead Major Incident response, ensuring rapid triage, coordinated communication, root cause analysis, and timely action item closure.
• Oversee monitoring posture, improving alert quality, event correlation, and observability in collaboration with SRE.
• Produce clear and accurate reporting on SLAs/SLOs, incident metrics, change risk, and availability trends.
• Maintain and continuously improve documentation including runbooks, knowledge articles, workflow guides, and diagrams.
• Ensure disciplined change management execution including approvals, scheduling, risk assessment, and post change analysis.
• Advance automation initiatives to reduce manual effort and improve reliability. 

Stakeholder Management 

• Partner closely with Infrastructure, Application Development, Client Services, Compliance, and Product teams.
• Ensure timely, clear, and audience appropriate communications during incidents and changes.
• Present operational metrics, trend analysis, and process maturity updates to senior technology leadership.
• Build strong relationships with engineering teams and act as a trusted advisor to improve service readiness and operational resilience. 

Process Improvement & Governance 

• Drive maturity improvements across ITIL processes through standardization, automation, and measurement.
• Lead Problem Management to identify systemic issues and ensure permanent remediation.
• Improve change success rates and reduce operational risk through data driven insights.
• Ensure alignment with internal controls, audit requirements, and regulatory expectations.
• Promote adoption of SRE and reliability engineering best practices such as SLIs/SLOs, error budgets, and failure mode analysis. 

What We’re Looking for 

• 8+ years in Technology Operations, IT Service Management, Production Support, or SRE related roles, with at least 3 years in leadership. 
• 5+ years in the electronic trading technology industry. 
• Strong experience owning or executing ITIL processes (Incident, Problem, Change, Monitoring). 
• Demonstrated success managing Major Incident response in mission critical environments. 
• Experience with monitoring tools and observability practices. 
• Understanding of distributed systems, networking concepts, and cloud/infrastructure fundamentals. 
• Prior experience in financial services or other high performance, real-time technology environments strongly preferred. 
• Excellent leadership and communication skills with the ability to influence senior stakeholders. 
• Strong analytical mindset and ability to perform structured root cause analysis. 
• Comfortable managing high pressure, time sensitive operational events. 
• Skilled at leading geographically diverse teams. 
• Highly organized, proactive, and detail oriented. 
• Approachable, collaborative, and able to drive consensus. 
• Demonstrates a positive, solution-oriented mindset and strong ownership.
• Bachelor's degree preferred. 

Technical Skills  

• FIX protocol, FIX engines, and related electronic trading technology 
• Jira and Confluence 
• Microsoft Office tools 
• Ability to leverage GenAI tools (e.g., GitHub Copilot or equivalent) to accelerate productivity 
• Skill in applying AI driven practices such as prompt engineering to boost productivity, reduce delivery time, and mitigate risk 
• Linux fundamentals 
• SQL 
• Python and Bash (scripting for operational automation) 
• XML / JSON 
• AWS cloud technology 
• Containerization, including EKS 
• Grafana, ITRS Geneos, CloudWatch 
• Observability best practices and modern monitoring platforms 
• Control-M 

What You Can Expect from Us

• Hybrid Environment: Our employees enjoy a mix of working in the office and from home
• Free Food: We provide free lunch for employees when they are working in the office. Plus, our offices are stocked with snacks
• Paid Time Off: Competitive PTO package including vacation and personal days, sick leave and charity days
• Generous Parental Leave: Up to 20 weeks fully paid leave
• 401(k): Dollar-for-dollar employer match up to $17,500
• Employee Stock Purchase Plan: Employees can purchase MarketAxess common stock at a discount
• Wellness Stipend: We provide employees with up to $1K annually towards gym memberships, home office equipment and more
• Onsite Healthcare: We offer convenient access to world-class care through Mount Sinai at our Hudson Yards location
• Tuition Assistance and Professional Development: Benefit from live and on-demand learning, role-specific training, employee-led Lunch and Learns and guest speakers
• Core benefits: Highly competitive medical, dental, and vision programs

For job positions in NYC, NY, and other locations where required, the estimated salary range for a new hire into this position is $190,000 USD to $240,000 USD. Actual salary may vary depending on job-related factors, which may include knowledge, skills, experience, and location. You may also be eligible for annual cash incentives, equity, and other benefit programs.

MarketAxess Corporation and its affiliates provide equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying.

All of your information will be kept confidential according to EEO guidelines.