Incident Manager

WHO WE ARE 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.    We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received:    Best Places to Work  2026, 2025, 2024, 2023 - Presented by BuiltIn    WealthTech of the Year  2025 - Presented by US FinTech Awards    The World’s Top 250 Fintech Companies  2024 - Presented by CNBC  ABOUT THIS ROLE Incident Manager at Apex Fintech Solutions (View all jobs)  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. So you get all the benefits of a proven, growing company, while enjoying a very entrepreneurial culture.  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. You won’t be just another talented individual.  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. If you like to know what you’re going to do every day, you may not like working on this team. You have to go with the flow here.  You’re not the collaborative type. We work together to ensure the best possible solutions for our customers. We think two brains are better than one so we do most of our work together. Teamwork makes the dream work on this team.  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. We love technology and are constantly looking at ways to automate and streamline or work. You will be expected to identify opportunities to reduce processing overhead and TOIL.  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 ​Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Rewards We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 20 days of vacation leave plus regular and special non-working holidays, and a training and development budget. Our benefits also cover private health insurance for medical and dental, as well as 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 team lunch-outs, unlimited drinks and snacks, and company recognition & rewards. 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 the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.