Incident Management Specialist

Intercontinental Exchange Holdings, Inc. • Jacksonville, FL

1d

About The Position

The Incident Management Specialist serves as a frontline support resource for clients, resolving technical issues, managing service incidents, and supporting a positive customer experience. The role troubleshoots issues across ICE Mortgage Technology platforms and integrations, coordinates incident response, communicates status updates to clients, and works to resolve issues within established service-level agreements (SLAs).

Requirements

• At least 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.
• Customer-focused and execution-oriented.

Responsibilities

• Follow established incident management and escalation procedures.
• Participate in incident response activities, including 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 in ticketing systems and contribute to knowledge base updates.
• Communicate professionally with clients about 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.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed