Incident Manager in Belfast

ABOUT THIS ROLE

This is an incredible opportunity for a progressive, pragmatic, and service-oriented leader to join a team focused on providing responsive support and guidance in managing critical situations. You will demonstrate effective leadership as well as a deep technical expertise to shape and deliver incident management communications and escalation management capabilities, to ensure successful outcomes for Apex’s customers.

If you have been looking for an opportunity to use innovative technologies and be part of a growing firm with endless possibilities, now’s your chance.

We’re looking for someone who:

• Is passionate. You have a genuine passion for technology and supporting those who rely upon it. You love using technology differently to maximize opportunity and impact for customers and you have a way of bringing out that same fire in the people you work with.
• Is motivated. You’re driven to be the best – whether that’s decreasing system down time or making an innovative change to "how it’s always been done" resulting in a more efficient way of supporting the customer. You challenge yourself by setting goals and exceeding them.
• Is collaborative. You’re excited to work with technical and business leaders to identify opportunities to improve our services. You know how to communicate effectively not only with peers, but also at the executive level.
• Wants to make an impact. You’re looking to do amazing work. You’re willing to make the tough decisions and take calculated risks versus sitting idly on the sidelines in fear of failure.
• Strives for frictionless IT. You understand the importance of building great partnerships. You promote a seamless, smooth, user friendly, and reliable environment.

What you’ll do all day:

• Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key service measures such as response and resolution time.
• Collaborate with engineering and product teams. As a member of the IT Service Management Team you’ll work closely with other support teams to triage, investigate and restore critical service outages.
• Focus on continuous improvement. You’ll be expected to identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers.
• Support our world class client base. Promote a culture of quick and effective response to client impacting situations; Identify smart and creative ways to solve issues and client challenges.
• Stay updated on new technologies and tools. You’re in tune at all times with new functionality within our current tool kit as well as opportunities using 3rd party tools to improve our level of service to our clients.

A few reasons why you might love us:

• We’re a leader in the industry. Apex is recognized for disrupting the financial services industry, enabling fintech standouts like Stash, Webull, M1, Robinhood and Betterment. We have an amazing track record of success and we foster ongoing innovation.
• We see tech differently. You’ll work with people who are leaders in the tech industry. We are passionate engineers dedicated to finding new and different ways to use technology to solve our customers’ problems.
• Your work will have an immediate impact. You’ll be able to see your direct impact on our tech department and with our clients.

And a few reasons why you may not like working for us:

• You don’t like change. This is not a job for someone who likes "predictable." The role is deep in the unknown, which inevitably means change.
• You’re not the collaborative type. We work together to ensure the best possible solutions for our customers.
• You’re a tech snob. We work within a large library of tools – Jira, Confluence, Slack, PagerDuty, Zendesk, and other third-party plug-ins and integrations.

The skill you’ll need to succeed:

• 5 years of relevant work experience, designing, implementing and executing incident management programs.
• 5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes.
• Leadership presence with the ability to command and control highly stressful situations with a calming influence.
• Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners.
• Evidence of a bias to action with strong attention to detail and data-driven decision making.
• Ability to make logical, quick decisions to progress investigations.
• Prior experience in documenting and collecting relevant data for accurate metrics and reporting.
• Handle majority of IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting).
• Own incident management as a practice and report into ITSM and Tech-Ops leadership.
• Oversee mentorship and onboarding of new incident manager.
• Provide the depth of Incident Management experience developed working incidents, conducting lessons learned reviewed, coordinating changes and constantly iterating on the process.
• Contribute to identifying and implementing process improvements across the Incident and Problem Management functions.
• Continue to build trust by his leadership team to work independently and successfully complete important deliverables.
• More effectively balance multiple priorities simultaneously.
• Seek and execute Leadership training to continue to develop as a leader.
• Expand ITSM knowledge into other fundamentals, such as DR Management, Change Management.

Preferred skills:

• Master’s degree or an advanced degree in a technical or scientific field of study or equivalent practical experience.
• Experience using various incident management and collaboration tools (ex: PagerDuty, Jira, Slack, Datadog).
• Financial Services background is a plus.
• Experience using ITIL methodologies and ITSM tools such as ServiceNow.
• Experience working in a fast paced, customer service-oriented environment.
• Experience in planning and execution of Disaster Recovery testing.

Our Rewards

We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 28 days of annual leave plus 10 Northern Ireland national holidays, a training and development budget, and a pension matched up to 7%. Our benefits also cover private health insurance for medical, dental, and optical care, and life insurance. We emphasize work‑life balance with flexible working hours, parental leave, a modern city centre office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, and a charitable matching gift program.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.