Incident Manager

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Apex Fintech Solutions is a leading innovator in the fintech sector, leveraging advanced technology to simplify, automate, and facilitate access to financial markets for all customers. Our robust suite of fintech software supports clients such as Stash, Betterment, SoFi, Webull, and eToro, collectively powering access to the stock market for over 22+ million end customers.

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, deep technical expertise, and shape incident management communications and escalation capabilities to ensure successful outcomes for Apex’s customers.

• 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 bring out that same fire in the people you work with.
• Is motivated. You’re driven to be the best – decreasing system down time or making innovative changes to “how it’s always been done” for a more efficient support of 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, communicating effectively with peers and executive level alike.
• Wants to make an impact. You’re willing to make tough decisions and take calculated risks, rather than sitting idly on the sidelines in fear of failure.
• Strives for frictionless IT. You understand the importance of building great partnerships and promote a seamless, user‑friendly, and reliable environment.

Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key 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. Identify and report on the frequency and severity of technical incidents that 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 and opportunities using third‑party tools to improve our level of service to our clients.

• 5+ years of relevant experience designing, implementing, and executing incident management programs.
• Experience 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.
• Effective multi‑functional communication with 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 documenting and collecting relevant data for accurate metrics and reporting.
• Handle majority of incident management 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 managers.
• Provide depth of Incident Management experience: working incidents, conducting lessons learned, reviewing, coordinating changes, iterating on processes.
• Contribute to identifying and implementing process improvements across Incident and Problem Management functions.
• Continue to build trust by your…