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Intercontinental Exchange - ICE Lead Operations Support Analyst Service Reliability 
United States, Georgia, Atlanta 
266061227

Today


Responsibilities

  • Oversee Incident Reliability Engineering and ensure timely, accurate reporting of incident metrics and trends.
  • Develop and maintain training materials to support ICE’s Incident Management processes and promote best practices across teams.
  • Support the onboarding of newly acquired companies into ICE’s Incident Management framework.
  • Analyze operational data to identify trends, perform root cause analysis, and recommend improvements.
  • Map and document workflows to uncover inefficiencies and support process improvement initiatives using Lean/Six Sigma principles.
  • Assist in coordinating projects, tracking progress, and aligning efforts with broader operational goals.
  • Create and maintain dashboards and reports using tools like Excel, Tableau, and Power BI.
  • Define and track key performance indicators (KPIs) to measure operational effectiveness.
  • Communicate findings and updates clearly across technical and non-technical teams; contribute to stakeholder documentation and reporting.
  • Collaborate with IT, operations, and leadership to support change management and the rollout of new tools or processes.
  • Operate effectively in a dynamic environment where flexibility, prioritization, and responsiveness are essential.
  • Provide confident and enthusiastic instruction for managers and senior leaders on process optimization, delivering insights with authority and passion to drive strategic improvements.
  • Occasional travel may be required, particularly to support integration efforts or cross-functional collaboration with global teams.

Knowledge and Experience

  • Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
  • 3+ years of experience in systems operations, IT support, or program coordination.
  • Familiarity with Tableau or similar data visualization tools.
  • Proficiency in Microsoft Excel and other Office tools.
  • Strong attention to detail and organizational skills.
  • Ability to work collaboratively across teams and communicate effectively with both technical and non-technical stakeholders.

Preferred Skills

  • Analytical Thinking: Strong ability to interpret operational data, perform root cause analysis, and identify actionable trends.
  • Process Improvement: Experience with workflow optimization using Lean, Six Sigma, or similar methodologies.
  • Project Coordination: Skilled in managing multiple initiatives, tracking progress, and aligning with strategic goals.
  • Data Visualization & Reporting: Proficient in Excel, Tableau, or Power BI
  • Cross-Functional Communication: Able to translate technical concepts for non-technical audiences and collaborate across teams.
  • Technical Acumen: Understanding of IT operations, incident management, and tools like JIRA, Confluence, or ServiceNow.
  • Operational Metrics Awareness: Understanding and application of key performance indicators such as MTTx (e.g., MTTR, MTTD, MTTA) to drive reliability and performance improvements.