Incident Management Specialist

ICE Clear Europe Limited; Jacksonville, Provo (FL, UT); On-site; USD 65,000 - 90,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an Incident Management Specialist to support clients and resolve technical issues on ICE Mortgage Technology platforms. You will coordinate incident response, communicate status updates, and ensure SLAs are met while delivering a positive customer experience.

You will triage incidents, troubleshoot across platforms, document resolutions, and collaborate with technical teams to identify root causes. Strong communication and SaaS experience are essential.

Qualifications

• 2+ years in technical support or client operations.
• Experience with SaaS applications and client support workflows.
• Familiar with incident management processes, ticketing systems, and escalation procedures.
• Proficient in Windows desktop environments and basic networking.
• Strong troubleshooting, problem-solving, and documentation skills.
• Excellent communication and customer service abilities.

Responsibilities

• Follow incident management and escalation procedures.
• Participate in triage, diagnostics, and client updates.
• Resolve client requests and incidents within SLAs.
• Provide technical troubleshooting across ICE Mortgage Technology platforms.
• Document resolutions in ticketing systems and update knowledge base.
• Communicate issue status, next steps, and resolutions to clients.
• Collaborate with peers to identify root causes of recurring issues.
• Support QA by validating fixes and workarounds.
• Maintain accurate case documentation and records.
• Continuously expand product knowledge and operational proficiency.

Skills

Customer-focused

2+ years exp

SaaS experience

Incident management

Windows

Networking basics

Troubleshooting

Documentation

Communication skills

Job description

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

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.