Incident Manager

About the role

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 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

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