Apex Fintech Solutions
Fintech
IncidentManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Incident Manager at Apex Fintech Solutions. Skills: Incident Management, Process Improvement, Stakeholder Management. Deliver results using ticket data, client feedback, and experiences. Produce reports displaying service metrics”
What You'll Achieve.
Decrease system down time; More efficient way of supporting the customer; Achieve successful outcomes for Apex’s customers; Drive improvements in our processes; Produce reports displaying service metrics on key service measures such as response and resolution time
Industry & Context.
Make logical, quick decisions to progress investigations; Solve big; Solve issues and client challenges
What They're Looking For.
Must Have
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 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
Nice to Have
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
What You'll Do.
Deliver results using ticket data
Produce reports displaying service metrics
Collaborate with engineering and product teams
investigate and restore critical service outages
Focus on continuous improvement
Identify and report on frequency and severity of technical incidents
Promote quick and effective response to client impacting issues
Identify smart and creative ways to solve issues
Stay updated on new technologies and tools
Improve our level of service to clients
How You'll Work.
Team & Collaboration
Collaborate with engineering and product teams; Work closely with other support teams; Partner with Support/Client Partners/Engineering/Product teams and customers; Communicate effectively with peers and at the executive level; Work together to ensure the best possible solutions for customers
Communication Scope
Effectively communicate multi-functionally with both internal stakeholders and external customers or partners
Process & Methodology
Handle majority of IM planning and coordination, Coordinate changes
Full Job Description
**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)_](https://careers.apexfintechsolutions.com/?_ga=2.104819464.962620656.1656519435-553720965.1654177990&_gl=1*1ys2zfn*_ga*NTUzNzIwOTY1LjE2NTQxNzc5OTA.*_ga_RCCP8DVNYL*MTY1NjUyNzAyMS40LjAuMTY1NjUyNzAyMS4w) This is an incredible opportunity for a progressive, pragmatic, and service-oriented leader to join a team focused on providing responsive supp
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