Business Operations Liaison – Incident Management

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 fintech software supports clients such as Stash, Betterment, SoFi, Webull, and eToro, powering access to the stock market for millions of end customers. We are changing how the securities industry operates by digitizing and democratizing systems so that everyone has an opportunity to invest.

Apex is a global team with offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila, and more than 1,000 employees. We embrace change, solve big problems, and win together with grit, results, empathy, accountability, and teamwork — G.R.E.A.T. Our awards reflect our innovative and purpose-driven culture.

Apex is seeking an analytical and solutions-oriented Operations Incident & Remediation Specialist to serve as the critical bridge between the Customer Organization and our IT Service Management (Incident Management) team. This role ensures that operational incidents affecting our clearing and custody business are triaged, communicated, and resolved through collaboration with Incident Management’s postmortem analysis function across the organization. The role brings essential business context, domain expertise, and stakeholder representation to incident management processes, translating business impact into actionable intelligence and ensuring the operational organization is involved in incident resolution and remediation.

This role is ideal for someone who excels at stakeholder management, understands clearing and custody operations deeply, and can bridge technical and business teams during high-pressure situations to implement effective solutions and learn from incidents.

Business Representation & Incident Liaison

• Serve as the primary Operational Organization representative during technology incidents and operational disruptions
• Partner with the Incident Management Problem Manager as the business liaison for operational responses
• Triage and prioritize issues based on client impact, business risk, and regulatory considerations
• Provide real-time status updates to business stakeholders and leadership during active incidents
• Escalate critical issues with clear business context and impact analysis
• Ensure business priorities and client considerations are represented in incident management processes

Domain Expertise & Postmortem Analysis

• Contribute clearing and custody domain expertise (settlements, corporate actions, margin, trade processing, regulatory requirements) to postmortem analysis sessions
• Participate as a business subject matter expert in cross-functional postmortem sessions facilitated by the Incident Management Problem Manager
• Provide operational context and business impact assessment to inform root cause identification and corrective action planning
• Collaborate with the incident management team to ensure corrective actions address business-side concerns
• Assist in validating that implemented solutions resolve business operational issues
• Partner with the incident management team to ensure Operational Organization teams understand and implement process improvements identified through postmortems

Operational Process Documentation & Knowledge Management

• Document operational processes, known issues, and workarounds specific to clearing and custody operations
• Build knowledge base articles to support Operational Organization teams
• Maintain up-to-date process documentation and workflow diagrams for key Customer Organization operational areas
• Collaborate with training teams to ensure operational staff are equipped with current processes and best practices
• Create operational reference materials for incident response

Stakeholder Communication & Coordination

• Serve as the primary point of contact between the Operational Organization and the incident management team during incidents
• Communicate with Account Management, Relationship Management, and Client Services when incidents impact client experience
• Coordinate with Operations, Compliance, and other…