{"id":3703885,"url":"https://alion.io/job/intercontinental-exchange-sre-service-level-management","title":"SRE, Service Level Management","company":{"id":58612,"name":"Intercontinental Exchange","domain":"ice.com","url":"https://alion.io/company/intercontinental-exchange","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"A","score":96,"open_postings":6,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-11-11T05:49:22Z"}},"role":"DevOps","role_family":"DevOps","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Error Budget","optional":false},{"name":"Grafana","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"Prometheus","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"AIOps","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"PagerDuty","optional":true}],"status":"live","first_seen_at":"2026-11-03T15:55:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T09:27:18Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Job Purpose\nIntercontinental Exchange (NYSE: ICE) is seeking a SRE, Service Level Managementto 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.\nThis 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.\nResponsibilities\nSLOs and error budgetsDefine service level indicators and objectives that measure the customer experience, including request success rate, latency, and completion of key user journeys.\nCalculate and publish error budgets, track burn rate, and support the error budget policy that governs release pace when budget is under pressure.\nFacilitate regular SLO reviews and maintain a clear record of target changes and the reasoning behind them.\nSupport the onboarding of newly acquired Mortgage Technology businesses into ICE's Mortgage Technology SLO framework, ensuring appropriate SLI instrumentation and documentation is in place.\n\nSLA and outage calculationWork 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.\nApply agreement terms consistently, including qualifying downtime, maintenance windows, and partial degradation, and maintain a clear audit trail behind every reported number.\nReconcile monitored availability against the incident record so that reported performance and the incident timeline agree.\n\nReliability reporting and analyticsBuild and maintain reliability dashboards and recurring operational performance reports for both technical and non-technical audiences.\nProduce trend and correlation analysis across incident volume, change impact, and response and recovery time metrics, and surface leading indicators of reliability risk.\nAutomate the reporting process so recurring reports are generated from source telemetry rather than assembled by hand.\nContribute to the preparation of monthly and quarterly operational reports and executive presentations highlighting SLO performance, trends, and risk areas.\n\nGovernance and executive reportingPrepare post-incident reviews that document what happened, root cause, and corrective actions.\nAuthor incident summaries written for clients, partners, or regulators in a clear and confidence-building tone.\nBuild governance committee materials that present reliability posture, risk, and decisions requiring approval to senior stakeholders.\n\nTelemetry and observabilityQuery and correlate signals across logs, distributed traces, and metrics to establish ground truth for availability and latency.\nImprove instrumentation and close gaps where a service is not adequately observable.\nWork within an IT service management system so that reporting draws from a governed source of record.\nTrack 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.\n\nAutomation and AI-assisted analyticsReduce manual effort through automation of data collection, reconciliation, and report generation.\nApply 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.\n\nKnowledge and Experience\nBachelor’s degree in information technology, Computer Science, Business, or a related field, or equivalent professional experience.\n5+ years in Service Reliability Engineering, Reliability Analytics, Platform Operations, or a closely related discipline.\nWorking fluency with service level indicators, objectives, and error budgets, and the ability to calculate availability and outage minutes correctly from monitoring and incident data.\nStrong analytical querying skills, including SQL and a metrics query language, and comfort reading logs and distributed traces.\nHands-on experience with an observability stack covering metrics, logs, and tracing (e.g., Datadog, Grafana, Prometheus).\nExperience with an IT service management platform and its incident, change, and service catalog data (e.g., ServiceNow).\nProficiency in Microsoft Excel and data visualization tools (e.g., Tableau, Power BI) for operational reporting.\nStrong written and verbal communication skills, with the ability to manage multiple reporting cycles in a fast-moving environment.\nPreferred Skills\nExperience in the financial services, fintech, or enterprise technology industry.\nFamiliarity with ITIL, SRE principles, or formal incident and change management frameworks.\nExposure to ServiceNow, PagerDuty, BigPanda, or similar ITSM and AIOps platforms.\nExperience defining or reporting against contractual service level agreements.\nExperience applying AI or large language model tooling to operational analytics under a governance framework.\nIntercontinental Exchange, Inc. is an Equal Opportunity Employer. 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