Engineering Manager, Technical Operations
Listed on 2026-01-23
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IT/Tech
IT Support, IT Project Manager, Systems Engineer
About Us
Market Axess 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. Our platform makes trading fixed-income more accessible, improving transparency, efficiency, and competition in the marketplace. More than 2,000 clients rely on our solutions, and that number is expected to grow. Join us and help Take Us There.
Market Axess 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. Our platform makes trading fixed-income more accessible, improving transparency, efficiency, and competition in the marketplace. 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 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.
- 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…
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