Incident Management Specialist
Intercontinental Exchange (ICE)
Provo, UTJobSeen todaySeen in employer's feed today
Most applications go out cold — see where you stand first. No sign-up to start.
Watch jobs like this. New roles like this one near Provo, UT, by email.
Don't just apply. Show up ready.
Olive works from this exact posting.
At a glance
Olive lists jobs from US employers, including remote roles you can work from the United States.
Job overview
The Incident Management Specialist provides frontline support to clients by resolving technical issues, managing service incidents, and supporting a positive customer experience. The role troubleshoots ICE Mortgage Technology platforms and integrations, coordinates incident response, communicates status updates, and works to resolve issues within established service-level agreements. It also involves documenting cases, collaborating on recurring issues, and validating fixes and workarounds.
Skills & qualifications
Skills
Qualifications
Full 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.
How this job compares
Set against the 4,201 open Technical Support jobs on Olive Jobs, counted October 31, 2026.
- Pay
- This postingNot listed
- Utah median$67–100K/yr28 salary ranges
- Utah median$20–36/hr24 hourly ranges
- Openings
- Olive Jobs lists 102 open Technical Support jobs in Utah and 4,201 across the US. 7% of them nationwide are listed as remote or flexible.
- Hiring the most in Utah
- Oracle8 open
- Motorola6 open
- ASM Research, An Accenture Federal Services Company4 open
- Experience
- This posting asks for at least 2 years of experience; Technical Support postings that state a minimum ask for 2 years at the median (2,723 postings).
- Education
- 375 of the 4,201 open Technical Support jobs (9%) ask for a bachelor's degree or higher.
Counted across the open, public US postings on Olive Jobs on October 31, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
You've read the whole posting — now see how you match it.
