Incident Management Specialist

Job PurposeThe 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 proceduresParticipate in incident response activities such as triage, diagnostics, and customer updatesResolve client service requests and incidents within defined SLAsProvide technical troubleshooting across ICE Mortgage Technology platforms and integrationsDocument resolutions clearly within ticketing systems and contribute to knowledge base updatesCommunicate professionally with clients regarding issue status, next steps, and resolutionsCollaborate with peers and technical teams to identify root causes of recurring issuesSupport quality assurance by validating fixes and workaroundsMaintain accurate case documentation and operational recordsContinuously expand product knowledge and operational proficiencyKnowledge and ExperienceCustomer‑focused and execution‑oriented2+ years of experience in technical support or client operationsExperience with SaaS applications and client support workflowsKnowledge of incident management processes, ticketing systems, and escalation proceduresProficiency with Windows desktop environments and basic networking conceptsStrong troubleshooting and problem-solving skillsExcellent communication, documentation, and customer service skills#LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.