Senior Application Support
About The Position
The Senior Application Support role supports applications and systems for payment and transaction processing, daily technical operations, TCH projects, and initiatives that improve operations and platform stability. The role helps ensure TCH platform and payment systems deliver services as expected by monitoring systems, identifying and resolving issues, supporting CHIP payment activities, and escalating issues to third-level support groups. The position participates in a 24x7x365 support model for system alerts, critical and major escalations, and cross-functional incident triage and troubleshooting. The position works in an office environment and follows an onsite four-day schedule, Monday through Friday, 12 PM–8 PM EST. Onsite requirements may change. The work is generally sedentary, with standard office equipment available and no hazardous or unpleasant environmental conditions noted.
Requirements
- Bachelor’s degree or equivalent combination of education and experience.
- Strong analytical, troubleshooting, and problem-solving skills, including issue identification, triage, root cause analysis, and resolution management.
- Experience providing application support in a fast-paced, high-availability production environment.
- Experience supporting payment systems, transaction processing platforms, and operational workflows.
- Experience handling system incidents, payment investigations, technical escalations, and support activities.
- Ability to manage multiple priorities and perform effectively under pressure.
- Excellent verbal and written communication skills and ability to interact professionally with customers, vendors, management, and technical teams.
- Strong attention to detail and organizational skills.
- Ability to work independently, make sound decisions, and collaborate effectively across cross-functional teams.
- Technical expertise supporting Windows and Linux environments, network technologies, and enterprise integration solutions such as IBM MQ, Connect:Direct, and SFTP.
- Commitment to operational excellence, platform stability, and service reliability.
- Availability to participate in a 24x7x365 support model, including system alerts, critical incident response, and weekend maintenance activities.
Nice To Haves
- Experience supporting real-time payments, ACH, wire, or other financial transaction processing systems.
- Experience driving operational improvements through automation, process optimization, and continuous improvement initiatives.
- Experience participating in disaster recovery planning, testing, and execution.
- Knowledge of ITIL processes, including Incident, Problem, and Change Management.
- Experience managing application releases and production change implementations.
- Previous experience mentoring team members or serving in a technical lead capacity.
- Experience within financial services, banking, or payments industry environments.
Responsibilities
- Train co-workers and technical support teams for daily operational and application support activities.
- Identify opportunities to improve operations tasks and services through automation, optimization, and process enhancement.
- Oversee issue triage and ensure timely escalation and resolution of incidents affecting business applications and payment systems.
- Support project activities and collaborate with internal teams on VHIPS-related 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 of Problem Management and eventually assume the Problem Manager role.
- Ensure incident tickets with open escalation assignments are addressed promptly and effectively.
- Ensure technology transitions into and out of the data center according to established Asset Management processes.
- Assist with TCH and Operations projects.
- Provide support as part of the 24x7x365 model, including system alerts, critical incident response, and weekend maintenance activities.
- Lead the team in the manager’s absence.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan with company contribution and company match
- Tuition reimbursement
- Discretionary incentive compensation may be awarded for eligible positions, contingent on personal and company performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
