Lead Operations Support Analyst, Service Reliability

Job Purpose
Intercontinental Exchange (NYSE: ICE) is seeking a Lead Operations Support Analyst to support the Service Reliability department. This role focuses on improving operational processes, supporting data collection and reporting, and helping to maintain consistency across ICE's Service Reliability Department (Systems Operations, Site Reliability Engineering and Automation Engineering). The ideal candidate is detail-oriented, collaborative, and eager to contribute to the efficiency and effectiveness of operational workflows.

This position is well-suited for someone with strong analytical skills, a passion for process improvement, and the ability to communicate technical information clearly to a variety of stakeholders.

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.