SRE, Service Level Management

Job Purpose

Intercontinental Exchange (NYSE: ICE) is seeking a SRE, Service Level Management to support its Service Reliability Mortgage Technology operations. This role owns the measurement layer for ICE's Mortgage Technology platforms and the services around it. The analyst defines and maintains service level objectives and error budgets, operates the SLA reporting process, and translates operational telemetry into clear reliability analytics for engineering teams, leadership, and clients.

This position is well-suited for someone who is hands-on with data and reporting tooling, fluent in observability and telemetry, and comfortable with the reliability concepts that guide release decisions, incident response, and service commitments across ICE's 13 business segments.

Responsibilities

• SLOs and error budgets
• Define service level indicators and objectives that measure the customer experience, including request success rate, latency, and completion of key user journeys.
• Calculate and publish error budgets, track burn rate, and support the error budget policy that governs release pace when budget is under pressure.
• Facilitate regular SLO reviews and maintain a clear record of target changes and the reasoning behind them.
• Support the onboarding of newly acquired Mortgage Technology businesses into ICE's Mortgage Technology SLO framework, ensuring appropriate SLI instrumentation and documentation is in place.
• SLA and outage calculation
• Work closely with Site Reliability Engineering (SRE) to review, validate, and ensure the accuracy of outage minute calculations derived from incident and monitoring data, supporting reliable SLA reporting and performance measurement.
• Apply agreement terms consistently, including qualifying downtime, maintenance windows, and partial degradation, and maintain a clear audit trail behind every reported number.
• Reconcile monitored availability against the incident record so that reported performance and the incident timeline agree.
• Reliability reporting and analytics
• Build and maintain reliability dashboards and recurring operational performance reports for both technical and non-technical audiences.
• Produce trend and correlation analysis across incident volume, change impact, and response and recovery time metrics, and surface leading indicators of reliability risk.
• Automate the reporting process so recurring reports are generated from source telemetry rather than assembled by hand.
• Contribute to the preparation of monthly and quarterly operational reports and executive presentations highlighting SLO performance, trends, and risk areas.
• Governance and executive reporting
• Prepare post-incident reviews that document what happened, root cause, and corrective actions.
• Author incident summaries written for clients, partners, or regulators in a clear and confidence-building tone.
• Build governance committee materials that present reliability posture, risk, and decisions requiring approval to senior stakeholders.
• Telemetry and observability
• Query and correlate signals across logs, distributed traces, and metrics to establish ground truth for availability and latency.
• Improve instrumentation and close gaps where a service is not adequately observable.
• Work within an IT service management system so that reporting draws from a governed source of record.
• Track and report incident lifecycle timing across the full path, from time-to-acknowledge through time-to-resolve, to identify where response and recovery lose time.
• Automation and AI-assisted analytics
• Reduce manual effort through automation of data collection, reconciliation, and report generation.
• Apply AI and large language model tooling to accelerate analytics tasks such as summarizing incident data and drafting report narratives, always under human review and within organizational governance standards.
• Knowledge and Experience
• 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.
• Working fluency with service level indicators, objectives, and error budgets, and the ability to calculate availability and outage minutes correctly from monitoring and incident data.
• Strong analytical querying skills, including SQL and a metrics query language, and comfort reading logs and distributed traces.
• Hands-on experience with an observability stack covering metrics, logs, and tracing (e.g., Datadog, Grafana, Prometheus).
• Experience with an IT service management platform and its incident, change, and service catalog data (e.g., ServiceNow).
• Proficiency in Microsoft Excel and data visualization tools (e.g., Tableau, Power BI) for operational reporting.
• Strong written and verbal communication skills, with the ability to manage multiple reporting cycles in a fast-moving environment.

Preferred Skills

• Experience in the financial services, fintech, or enterprise technology industry.
• Familiarity with ITIL, SRE principles, or formal incident and change management frameworks.
• Exposure to ServiceNow, PagerDuty, BigPanda, or similar ITSM and AIOps platforms.
• Experience defining or reporting against contractual service level agreements.
• Experience applying AI or large language model tooling to operational analytics under a governance framework.

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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.