SRE, Service Level Management
Intercontinental Exchange3 days ago
Responsibilities
- Define service level indicators and objectives, calculate and publish error budgets, track burn rates, and support release-related error budget policies.
- Onboard acquired Mortgage Technology businesses into the SLO framework, including instrumentation and documentation.
- Validate outage-minute calculations, apply SLA terms, reconcile monitored availability with incident records, and maintain reporting audit trails.
- Build reliability dashboards and recurring operational reports for technical, executive, client, partner, and regulatory audiences.
- Analyze incident volume, change impact, response and recovery times, and leading indicators of reliability risk.
- Automate telemetry-based data collection, reconciliation, report generation, and analytics workflows.
- Prepare post-incident reviews, incident summaries, governance materials, executive presentations, and operational performance reports.
- Query and correlate logs, distributed traces, and metrics; improve instrumentation and track incident lifecycle timing.
- Apply AI and large language model tooling to operational analytics under human review and organizational governance.
Requirements
- Bachelor’s degree in information technology, computer science, business, or a related field, or equivalent professional experience.
- At least 5 years of experience in Service Reliability Engineering, reliability analytics, platform operations, or a closely related discipline.
- Working fluency with service level indicators, service level objectives, error budgets, availability calculations, and outage-minute analysis.
- Strong analytical querying skills, including SQL and a metrics query language, plus comfort reading logs and distributed traces.
- Hands-on experience with observability stacks covering metrics, logs, and tracing, such as Datadog, Grafana, or Prometheus.
- Experience with IT service management platforms and incident, change, and service catalog data, such as ServiceNow.
- Proficiency with Microsoft Excel and data visualization tools such as Tableau or Power BI.
- Strong written and verbal communication skills and the ability to manage multiple reporting cycles.
- Preferred qualifications include financial services, fintech, or enterprise technology experience; familiarity with ITIL, SRE principles, incident and change management frameworks; exposure to ServiceNow, PagerDuty, BigPanda, or similar platforms; contractual SLA reporting; and governed use of AI or large language model tooling.
Tech Stack
Categories
Site Reliability
About Intercontinental Exchange
Intercontinental Exchange operates global exchanges and clearing houses, offers fixed income and commodities trading platforms, and sells market data, listings, and mortgage technology to financial institutions and lenders. Its revenue comes from transaction and clearing fees, data subscriptions, listings, and software. Founded in 2000 and headquartered in Atlanta, it owns the New York Stock Exchange and ICE Mortgage Technology, and is publicly traded on the NYSE under the ticker ICE.