SRE: Service Level Management & Observability

Intercontinental Exchange Holdings, Inc.; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks an SRE, Service Level Management to own the measurement layer for Mortgage Technology platforms and the services around it.

This role defines and maintains service level objectives and error budgets, operates the SLA reporting process, and translates operational telemetry into clear reliability analytics for engineering teams, leadership, and clients. This position is well-suited for someone who is hands-on with data and reporting tooling, fluent in

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business, or related field or equivalent professional experience.
• 5+ years in Service Reliability Engineering, Reliability Analytics, Platform Operations, or related discipline.
• Fluent with service level indicators, objectives, and error budgets; ability to calculate availability and outage minutes from data.
• Strong querying skills (SQL) and comfort reading logs and traces.
• Hands-on experience with observability stack: metrics, logs, tracing (e.g., Datadog, Grafana, Prometheus).
• Experience with ITSM platforms (e.g., ServiceNow) and incident/change data.
• Proficiency in Excel and data visualization tools (Tableau, Power BI) for reporting.
• Strong written and verbal communication for fast-moving environments.

Responsibilities

• Define SLOs, indicators, and objectives measuring customer experience (latency, success rate, key journeys).
• Calculate and publish error budgets; track burn rate; support budget policy for release pace.
• Coordinate with SRE to validate downtime calculations and ensure accurate SLA reporting.
• Build reliability dashboards and recurring operational performance reports for technical and non-technical audiences.
• Produce trend analyses across incident volume, changes, and recovery times; surface reliability risk indicators.
• Automate reporting to derive from source telemetry; support monthly/quarterly executive reports.
• Prepare post-incident reviews, root-cause analyses, and client/regulator-facing incident summaries.
• Develop governance materials showing reliability posture and decisions for senior stakeholders.

Skills

SRE Principles

Observability

Telemetry

SQL & Metrics

Datadog

Grafana

Prometheus

Education

Bachelor’s degree in IT or CS

Tools

Datadog

Grafana

Prometheus

Job description

Intercontinental Exchange, Inc. seeks an SRE, Service Level Management to own the measurement layer for Mortgage Technology platforms and the services around it.

This role defines and maintains service level objectives and error budgets, operates the SLA reporting process, and translates operational telemetry into clear reliability analytics for engineering teams, leadership, and clients. This position is well-suited for someone who is hands-on with data and reporting tooling, fluent in