Incident Management Specialist
Core
Frontline support resource for clients, resolving technical issues and managing service incidents across ICE Mortgage Technology platforms to ensure SLA compliance.
Role type
Incident Management Specialist (Technical Support)
Builds
Resolved client service requests and incidents within defined SLAs
Domain
Financial Technology (Mortgage)
Deliverable
client delivery
Required skills
technical troubleshooting, incident management processes, ticketing systems, Windows desktop environments, basic networking, problem-solving
Preferred skills
SaaS applications experience, knowledge base management, quality assurance validation
Responsibilities
triage and diagnostics, communicate status updates to clients, document resolutions in ticketing systems, collaborate with technical teams to identify root causes, validate fixes and workarounds, maintain operational records