Incident Manager

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers. At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees. Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex.

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.

We’re looking for someone who:

• Is passionate. You have a genuine passion for technology and supporting those who rely upon it.
• 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.
• Is collaborative. You’re excited to work with technical and business leaders to identify opportunities to improve our services.
• Wants to make an impact. You’re looking to do amazing work.
• Strives for frictionless IT. You understand the importance of building great partnerships.

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.
• Focus on continuous improvement.
• Support our world class client base.
• Stay updated on new technologies and tools.

A few reasons why you might love us:

• We’re a leader in the industry.
• We see tech differently.
• Your work will have an immediate impact.

A few reasons why you may not like working for us:

• You don’t like change.
• You’re not the collaborative type.
• You’re a tech snob.

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.
• 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.
• 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.
• 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 center 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.

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.

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.