Senior Manager, Systems Operations

About the role

The Senior Manager of Systems Operations is responsible for managing a team of analysts providing immediate assistance to traders, back office, support personnel, and IT staff to achieve high customer satisfaction and minimize the impact of IT-related problems. This role oversees a specialized support organization handling daily operations of trading exchanges, clearing systems, surveillance, and data services. It is a business and customer-facing position requiring troubleshooting and resolution of internal system problems and external customer-related IT issues. The ideal candidate combines technical and business knowledge and works within a results-oriented, service-delivery team.

Responsibilities

• Lead a globally distributed team of Analysts across the US, India, and Australia, providing hands-on guidance, mentoring, and performance management while fostering a culture of ownership and continuous improvement.
• Identify and drive process improvements to reduce incident frequency, eliminate operational toil, and increase team velocity, championing automation and data-informed decision-making.
• Build team capability through structured training, clear documentation standards, and active coaching, acting as the primary escalation point for staff issues and promoting knowledge sharing.
• Collaborate with development, engineering, infrastructure, and network teams, representing Systems Operations in cross-functional discussions as a credible operational partner.
• Lead or participate in continuous improvement initiatives to advance operational maturity, identifying and scoping automation and AI-enabled workflows for day-to-day operations.
• Participate in an on-call rotation as needed.
• Perform additional duties as directed by management.

Requirements

• 5+ years of direct people management experience in a technical operations environment, with accountability for team performance, development, and retention (team lead or delegation-only roles do not satisfy this requirement).
• Demonstrated ability to think strategically, connecting operational metrics to business outcomes, identifying systemic risks, and building plans to improve team capability.
• Experience managing production operations, including monitoring, alerting, and notifications.
• Proficiency in scripting languages such as Bash, Python, and/or PowerShell.
• Strong proficiency with Linux and Windows Server administration.
• Experience with monitoring and alerting tools (e.g., Splunk, Nagios, BigPanda, PagerDuty).
• Excellent problem-solving and troubleshooting skills.
• Process-oriented with strong documentation skills (e.g., Confluence).
• Experience with automation of business continuity/disaster recovery.

Preferred Qualifications

• Experience with open-source technologies and cloud services (AWS/Azure).
• Experience with Rundeck and/or Cisco Tidal Enterprise Scheduler.
• Experience with BigPanda and PagerDuty.
• Familiarity with AI-assisted operations, including workflow automation, AI-powered alerting, event correlation, and using AI tools to reduce operational toil.
• Experience in financial markets operations and/or FIX Protocol (valuable for ramp speed but not required).