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IntercontinentalExchange · Jacksonville, Florida +1 more

# Incident Management Specialist

Jacksonville, Florida +1 more Full-time Executive & Management 

Listed on IntercontinentalExchange’s official careers site. Posted October 28, 2026. Check that it is still open and apply there.
[Apply on IntercontinentalExchange’s careers site →](https://careers-ice.icims.com/jobs/13366/login)

[OpenNash Jobs](https://jobs.opennash.com/) / [IntercontinentalExchange](https://jobs.opennash.com/companies/intercontinentalexchange/) / Incident Management Specialist

## 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 #LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

## At a glance
- Posted by the employer: Oct 28, 2026
- First seen by OpenNash: Nov 1, 2026
- Last checked: Nov 1, 2026
- Listed for: 4 days
- Location: Jacksonville, Florida +1 more
- Employment type: Full-time[Apply on IntercontinentalExchange’s careers site →](https://careers-ice.icims.com/jobs/13366/login)

## Hiring at IntercontinentalExchange
- Open jobs: 328
- New in the last 7 days: After two weekly collections
- Tracked since: Jul 11, 2026

[All IntercontinentalExchange jobs](https://jobs.opennash.com/companies/intercontinentalexchange/) · [Weekly hiring report](/reports/hiring/)

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