Incident Management Specialist

Job Purpose
The Incident Management Specialist serves as the frontline support resource for clients, focusing on resolving technical issues, managing service incidents, and ensuring a positive customer experience. This role is responsible for troubleshooting problems across ICE Mortgage Technology platforms, coordinating incident response activities, communicating status updates to clients, and ensuring issues are resolved within established service-level agreements (SLAs).
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
Customer‑focused and execution‑oriented
2 years of experience in technical support or client operations
Experience with SaaS applications and client support workflows
Knowledge of incident management processes, ticketing systems, and escalation procedures
Proficiency with Windows desktop environments and basic networking concepts
Strong troubleshooting and problem-solving skills
Excellent communication, documentation, and customer service skills
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.