Job Description
Job Purpose
ICE Data Services (IDS), a global leader in financial market data and analytics, is seeking an experienced Senior Manager, Client Support to join our Hyderabad team. This is a hands-on leadership role spanning people development, shift operations, client escalation, and cross-functional product partnership across multiple IDS divisions.
Responsible for managing a team of specialists across multiple shifts with the primary focus on Pricing and Reference Data and extending to Derivatives and Indices.
The successful candidate will bring deep domain expertise and a proven track record in high-touch client support within financial markets as well as internal engagement with senior management globally. They will act as a trusted escalation point, a cross-functional leader, and a strategic voice of the customer — driving both client satisfaction and internal product improvement.
Responsibilities
Serve as the primary escalation point for complex, time-sensitive client issues involving mission-critical market data applications,



ensuring swift and effective resolution.
Lead, hire, and develop a team of client support specialists across day and night shifts, ensuring seamless 24x5 (and weekend on-call) coverage.
Own shift scheduling, handoff protocols, and queue management to maintain SLA commitments during peak and off-hours.
Mentor junior support team members, establishing best practices for issue diagnosis, documentation, and client communication.
Independently own end-to-end resolution of technically sophisticated client inquiries, including root cause analysis across data, connectivity, and application layers.
Proactively identify patterns in client issues and collaborate with Product and Development teams to drive systemic improvements and reduce recurring incidents.
Act as a strategic liaison between clients and internal stakeholders — including Sales, Relationship Management, Product, Development, and QA — championing client needs and influe

📌 Senior Manager, Client Support (Hyderabad)
🏢 Intercontinental Exchange Holdings
📍 Hyderabad