Senior Application Support - EPN/SVPCO

Position summary:

  
Candidate will focus on the management responsibilities for the EPN/SVPCO Application Support Team and support of application support, daily technical support, tasks, changes related to TCH projects, and initiatives focused on operational improvements and platform stability. Candidate will ensure TCH platform and payment systems deliver services to customers as expected by ensuring the systems are effectively and efficiently monitored, identifying, triaging, logging, analyzing, and resolving issues, including all payment support activities and escalations to third-level support groups. This position requires availability in a 24x7x365 to support system alerts, critical/major escalations and triage/troubleshoot with cross functional teams.

About The Clearing House: 

The Clearing House Payments Company L.L.C. is a bank-owned industry utility that shapes the payments landscape and provides infrastructure for safe, reliable, and efficient payments. We see an economy where everyone is connected and a future where modern payments make life easier. The Clearing House operates four payment systems: a high-value wire-transfer system (the CHIPS® network), the country’s first and largest instant payments system (the RTP® network), an automated clearinghouse network (the EPN® network), and a check image exchange network (the Image Exchange Network). TCH also operates a bank account number tokenization service, runs a payments association known as the TCH Payments Authority, and maintains the rules for private-sector check image exchange through its ECCHO® business line. 

Qualifications required:

• The individual must be able to take initiative, prioritize with minimal supervision and work independently, as well as part of a team.
• Must be detail oriented and organized in both thought and practice
• Excellent verbal and written communication skills
• Strong analytical, troubleshooting, and problem-solving skills
• Experience with application support and issue triage in a fast-paced environment
• Knowledge of payment systems, transaction processing, payment processing and operational workflows
• Experience supporting system issues, payment related investigations, and escalated technical issues
• Must have a professional demeanor and be able to effectively work with external customers, vendors and staff
• Ability to work under pressure and handle conflicting priorities
• Technical Skills should include Wintel/Linux, Network, and Enterprise integration software solutions such as MQ, Connect Direct, and SFTP.

Qualifications desired

• Ensure co-workers and technical support teams are accurately trained and prepared for daily operational and application support activities
• Identify opportunities for improvement of Operations tasks and services through automation, optimization, and process enhancement
• Oversee issue triage activities and ensure timely escalation and resolution of incidents impacting business applications and payment systems
• Support project activities and collaborate with internal teams on Payment processing related to technical support matters
• Manage and implement changes and releases including Weekend Maintenance window activities
• Coordinate and participate in Disaster Recovery exercises
• Contribute to the development, and eventually assume the role, of Problem Manager
• Ensure Incident tickets with open escalation assignments are being addressed promptly and effectively
• Ensure technology is transitioned in and out of the data center according to established Asset Management processes
• Assist on various TCH and Operations projects

Success factors/job competencies:

• Demonstrated analytical and problem-solving abilities with a focus on issue identification, triage, root cause analysis, and resolution management
• Working knowledge of payment systems, transaction processing, and operational support environments
• Experience managing application support functions in a fast-paced, high-availability environment
• Ability to effectively manage fraud-related support activities, operational incidents, and escalations
• Strong organizational and multitasking skills with the ability to manage competing priorities under pressure
• Excellent verbal and written communication skills with the ability to interact professionally with customers, vendors, management, and technical teams
• Proven ability to drive operational improvements through process optimization, automation, and continuous improvement initiatives
• Ability to make sound decisions independently while collaborating effectively across departments and support teams
• Commitment to service excellence, operational stability, and continuous platform performance improvement.
• Able to lead the team in absence of Manager.

Physical Demands and Work Environment:

Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Employees in this position will report to the office on a five-day schedule: Monday - Friday, 9AM - 5PM EST. Some travel may be required. Onsite work requirements may change at any time.