Director, Application Support

The Clearing House•Raleigh, NC

1d•Hybrid

About The Position

Candidate will focus on the management responsibilities for the CHIPS Application Support Team and support of Fraud application as necessary, including managing resources related to application support, daily technical support, tasks 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 Platform Support team is effectively and efficiently monitoring, identifying, triaging, logging, analyzing, and resolving issues, including all of CHIP 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 (TCH) is a banking association and payments company that is owned by the largest commercial banks in the United States. TCH owns and operates the core payments system infrastructure in the US and is currently working to modernize that infrastructure by launching a new, ubiquitous, real-time payment system. TCH is the only private-sector ACH and wire operator in the US, clearing and settling nearly $2 trillion in US dollar payments each day, representing half of all commercial ACH and wire volume. TCH has provided critical services to the banking industry since 1853, and today, our core products facilitate services including Direct Deposit of payroll, bill payments, and check image exchange.

Requirements

Candidate should be mature, self-motivated, well-organized and detail-oriented, able to function under pressure and handle numerous tasks simultaneously.
The position would be well-suited to a candidate who thrives in a fast-paced environment and is meticulous.
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, fraud 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 Mqueue, Connect Direct, and SFTP.

Nice To Haves

Strong leadership and team management skills with the ability to mentor, develop, and support high-performing Platform Support teams
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

Responsibilities

Provide leadership for the Platform Application CHIPS Support Team
Ensure team is 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 VHIPS related technical support matters
Manage 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