SRE: Service Reliability & SLOs Analytics Lead

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

Job summary

Intercontinental Exchange is seeking an SRE, Service Level Management to support Mortgage Technology operations. You will own the measurement layer, define SLOs, KPIs, and error budgets, and produce reliable SLA reporting with telemetry to engineering, leadership, and clients.

The role emphasizes hands-on data work, observability, and governance across ICE’s Mortgage Technology platforms, with focus on incident response, release pacing, and executive-ready analytics.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business, or a related field, or equivalent professional experience.
• 5+ years in Service Reliability Engineering, Reliability Analytics, Platform Operations, or a closely related discipline.
• Fluent with service level indicators, objectives, and error budgets, and ability to calculate availability and outage minutes from data.
• Strong SQL and metrics analysis skills; comfortable reading logs and traces.
• Hands-on experience with observability stacks (Datadog, Grafana, Prometheus).
• Experience with IT service management platforms (e.g., ServiceNow).
• Proficiency in Excel and data visualization tools (Tableau, Power BI) for reporting.
• Strong written and verbal communication; able to manage multiple reporting cycles.

Responsibilities

• SLOs and error budgets: define indicators and publish budgets and burn rates.
• SLA and outages: validate data, maintain audit trails, and reconcile availability with incidents.
• Reliability reporting: build dashboards and recurring performance reports.
• Governance and executive reporting: prepare post-incident reviews and client/regulator summaries.
• Telemetry and observability: query signals across logs, traces, and metrics; improve instrumentation.
• Automation and AI analytics: automate data collection and use AI to accelerate analytics under governance.

Skills

SRE principles

Telemetry

Data analysis

SQL

Observability

Excel

Education

Bachelor’s degree in information technology, Computer Science, Business, or a related field

Tools

Datadog

Grafana

Prometheus

ServiceNow

Tableau

Power BI

Job description

Intercontinental Exchange is seeking an SRE, Service Level Management to support Mortgage Technology operations. You will own the measurement layer, define SLOs, KPIs, and error budgets, and produce reliable SLA reporting with telemetry to engineering, leadership, and clients.

The role emphasizes hands-on data work, observability, and governance across ICE’s Mortgage Technology platforms, with focus on incident response, release pacing, and executive-ready analytics.