Systems Operations Manager

Intercontinental Exchange Holdings, Inc.; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Manager for System Operations to oversee daily production and performance of critical application and server infrastructure. This role demands a blend of technical expertise and business acumen to ensure high availability and security of systems. The successful candidate will lead incident response efforts, collaborate with cross-functional teams, and drive operational efficiencies. With a focus on innovation and excellence, this position offers a dynamic environment where your leadership will shape the future of operational workflows. If you thrive in a fast-paced setting and have a passion for technology, this opportunity is perfect for you.

Qualifications

• Experience in a senior technical role supporting diverse systems.
• Strong technical knowledge of servers, networking, and databases.
• Demonstrated skills in training and mentoring others.

Responsibilities

• Lead incident response and root cause analysis for system issues.
• Establish procedures for timely resolution of outages.
• Manage and mentor a team of analysts for future business needs.

Skills

Team Leadership

Problem Solving

Incident Response

Technical Knowledge of Servers

Customer Service

Communication Skills

Education

Bachelor’s Degree in Computer Science

Tools

ServiceNow

Tableau

Microsoft Office Suite

Linux

Windows

BigPanda

PagerDuty

Rundeck

Job description

Job Description

Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

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.