Business Operations Liaison – Incident Management

Apex Fintech Solutions•Austin, TX

3d•Hybrid

About The Position

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!

Requirements

An understanding of clearing and custody operations, including trade processing, settlements, corporate actions, margin, and regulatory requirements
Exceptional ability to manage relationships across multiple departments and communicate effectively with diverse audiences during high-pressure situations
Ability to translate technical issues into business impact and communicate complex operational matters to both technical and non-technical stakeholders
Strong analytical and critical thinking skills with the ability to assess operational issues and determine business impact and priority
Ability to work effectively as a partner to the incident management team and other functional teams, contributing expertise without duplicating efforts or creating parallel processes
Excellent verbal and written communication skills, with the ability to adapt messaging for different stakeholder groups (technical teams, business leaders, client-facing teams)
Strong attention to detail and thoroughness in documenting operational processes and incident impacts
Remains calm under pressure, adapts quickly to changing priorities, and maintains focus during operational incidents and crisis situations
Experience creating clear, usable SOPs, process maps, and operational documentation
5+ years industry experience in operations, business analysis, or related roles within a custodian/clearing firm or financial services organization
Bachelor's degree required
Proven experience serving as a liaison between business and technology teams during operational incidents, effectively translating technical issues into business impact and priorities
Strong command of SQL, BigQuery, AI systems, and Microsoft Office suite, with demonstrated ability to quickly learn new technologies for root cause analysis and incident pattern identification
Experience conducting comprehensive incident analysis, creating detailed postmortem reports, and developing operational process documentation including SOPs and knowledge base materials
Strong project management and organizational skills to coordinate incident response efforts, track resolution progress, and maintain systematic documentation of operational procedures

Nice To Haves

MBA or related advanced degree is a plus
FINRA Series 7 & Series 63 preferred at time of hire (otherwise, candidates required to obtain a Series 7 license within 90 days of initial employment)

Responsibilities

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
Contribute clearing and custody domain expertise (settlements, corporate actions, margin, trade processing, regulatory requirements) to the Incident Managements 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
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
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 Incident management, Technology, Product, and Compliance teams to enable effective collaboration during incidents
Facilitate information flow between technical teams and business stakeholders, ensuring clear communication in both directions
Prepare business-focused incident summaries and impact reports for Customer Organization leadership