Job Description Job Purpose Intercontinental Exchange, Inc. (ICE) presents a unique opportunity to work with cutting-edge technology and business challenges in the financial sector. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism. This position will be leading a team responsible for support critical billing process (via phone, screen share, email) to internal business users. A successful candidate will take initiative, have the ability to multitask, and demonstrate strong problem-solving and decision-making skills while displaying a high degree of customer service and professionalism. This position requires team management experience, technical proficiency as well as an eager attitude, professionalism, and solid communication skills. The platform support manager role will bring experience with team leading, project management, end user supporting, requirements gathering, training users, and platform administration. This person will be able to mentor/manage a team of 6 resources, recruit new team member and provide timely status update and be responsible for the successfully delivery of customer satisfaction. Responsibilities Manage a team of support resources to delivery configuration change on a global software platform (Oracle Revenue and Billing) and various other corporate systems, tools, and scripts. Responsible for overall support operation including request resolution, resource allocation and task assignment. Lead daily support activities including troubleshoot and resolve time sensitive billing issues (technical and data related), perform root cause analysis, and identify near term workarounds and permanent solutions Collaborate with other internal groups to translate business and functional requirements into technical implementation steps Design KPI to monitor the team performance and report to senior management on a monthly base Participate in meetings and organize work and/or training sessions around new software release being introduced into the ICE technology environment Document changes and author documentation on software functionality Knowledge and Experience 3 + years’ experience as people manager 5 + years’ experience as technical leader to lead ORMB implementation efforts 5 + years’ overall experience as software engineer with Oracle suite preferred Strong verbal, written, and interpersonal communication skills Some form of customer-facing or consulting experience is a plus Ability to work independently as well as within a team environment Schedule This role offers work from home flexibility of one day per week.