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.