Business Operations Liaison – Incident Management

About This Role

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 effectively triaged, communicated, and resolved through deep collaboration with Incident Management’s formal postmortem analysis function across the organization.

Rather than running parallel processes, this role brings essential business context, domain expertise, and stakeholder representation to an Incident Management’s established postmortem analysis and incident resolution frameworks. You'll be the voice of the Operational Organization during technology incidents, translating business impact into actionable intelligence, and ensuring the operational organization is part of the collaboration to effectively resolve and remediate incidents.

This role is for someone who excels at stakeholder management, understands clearing and custody operations deeply, and can effectively bridge technical and business teams during high‑pressure situations and after to ensure we are implementing solutions to improve. If you're energized by being the central point of contact during operational disruptions and ensuring solutions are implemented for key learnings around incident management, we'd love to meet you!

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 when operational issues require an operational response
• Triage and prioritize operational 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 to appropriate stakeholders with clear business context and impact analysis
• Ensure business priorities and client considerations are represented in the team's incident management processes

Domain Expertise & Postmortem Analysis

• Contribute clearing and custody domain expertise (settlements, corporate actions, margin, trade processing, regulatory requirements) to the Incident Management’s team‑led postmortem analysis sessions
• Participate as a business subject matter expert in cross‑functional Postmortem Analysis 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 recommended corrective actions address business‑side operational concerns
• Assist in validating that implemented solutions effectively resolve business operational issues
• Partner with the incident management team to ensure Operational Organization teams understand and implement process improvements identified through formal postmortem analysis

Operational Process Documentation & Knowledge Management

• Collaborate on plan to engage clients as needed.
• Document operational processes, known issues, and workarounds specific to clearing and custody business 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 that can be leveraged during incident response

Stakeholder Communication & Coordination

• Serve as the primary point of contact between Operational Organization and the incident management team during operational incidents
• Communicate proactively with Account Management, Relationship Management, and Client Services teams when operational issues impact client experience
• Coordinate with Operations, Compliance, and other Customer Organization teams during multi‑faceted operational incidents
• Build strong relationships with…