Incident Manager

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers. 

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Portland, Belfast, and Manila. 

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you. 

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards

• 2021 Most Innovative Companies - presented by Fast Company

• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

ABOUT THIS ROLE

This is an incredible opportunity for a progressive, pragmatic, and service-oriented Incident Manager 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. 

Duties/Responsibilities

• 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. P romote a culture of quick and effective response to client impacting situations; Identify smart and creative ways to solve issues and client challenges. 

Education and/or Experience

• Bachelor's degree or an advanced degree in a technical or scientific field of study or equivalent practical experience 

• 5+ years of prior experience in incident management

• Experience using various incident management and collaboration tools (ex: PagerDuty, Jira, Slack, Datadog) 

• Experience using ITIL methodologies and ITSM tools such as ServiceNow 

• Experience working in a fast paced, customer service-oriented environment 

• Financial Services background is a plus 

Required Skills/Abilities

• Strong understanding of ITIL processes and best practices.

• Excellent leadership and team coordination skills.

• Strong problem-solving and analytical skills.

• Effective communication skills, both written and verbal, to interact with technical teams, stakeholders, and senior management.

• Ability to work under pressure and manage multiple high-priority incidents simultaneously.

• Proficiency with incident management tools and software.

Work Environment

• This job operates in an hybrid environment - 2x a week in the office

• US Hours during training and will eventually work on Dayshift Schedule

• This job requires up to 50% travel between our offices in the United States, United Kingdom, and the Philippines.

#IT #mid-senior #full-time #LI-AP1 #APEX

​Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Rewards

We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 20 days of vacation leave plus regular and special non-working holidays, and a training and development budget. Our benefits also cover private health insurance for medical and dental, as well as life insurance. We emphasize work-life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly team lunch-outs, unlimited drinks and snacks, and company recognition & rewards.

EEO Statement

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability Statement

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.