What are the responsibilities and job description for the Incident Management Associate position at Intercontinental Exchange Holdings, Inc.?
Overview
Job Purpose
The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high‑quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.
Responsibilities
- Follow established incident management and escalation procedures
- Participate in incident response activities such as triage, diagnostics, and customer updates
- Resolve client service requests and incidents within defined SLAs
- Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
- Document resolutions clearly within ticketing systems and contribute to knowledge base updates
- Communicate professionally with clients regarding issue status, next steps, and resolutions
- Collaborate with peers and technical teams to identify root causes of recurring issues
- Support quality assurance by validating fixes and workarounds
- Maintain accurate case documentation and operational records
- Continuously expand product knowledge and operational proficiency
Knowledge and Experience
- 2 years of experience in technical support or client operations
- Encompass experience a plus
- Strong understanding of SaaS operations and client support workflows
- Working knowledge of incident response, ticketing systems, and escalation paths
- Proficiency with Windows desktop environments and basic networking concepts
- Strong troubleshooting, communication, and documentation skills
- Customer‑focused and execution‑oriented
#LI-SF1
----------
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.