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 clien

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