Engineering Manager, Technical Operations

MarketAxess•New York, NY

2d•$190,000 - $240,000•Hybrid

About The Position

MarketAxess is on a journey to digitally transform one of the world’s largest financial markets, enabling the shift from analog, phone-based trading to a fully electronic marketplace. Why does this matter? Because our platform makes trading fixed-income more accessible, ultimately improving transparency, efficiency, and competition in the marketplace. Changing the way an established industry transacts is no easy feat. There will be twists and turns, because no one’s ever done this before. But now, more than 2,000 clients around the world rely on our solutions, and that number is only expected to grow in the years ahead. We know where we’re going. How we get there is up to us. Join us and help Take Us There. 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.

Requirements

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.
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.
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

Nice To Haves

Prior experience in financial services or other high performance, real-time technology environments strongly preferred.

Responsibilities

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.
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.
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.
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.

Benefits

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