Senior Application Support

The Clearing House • Liberty, NY

6d • $130,000 • Onsite

About The Position

The Senior Application Support role supports applications and systems used for payment and transaction processing, daily technical operations, TCH projects, and initiatives to improve operations and platform stability. The role helps ensure TCH platform and payment systems deliver expected customer services by monitoring systems, identifying and triaging issues, logging and analyzing incidents, and managing resolution. Support includes CHIP payment activities and escalation to third-level support groups. The position participates in a 24x7x365 support model for system alerts, critical or major escalations, and troubleshooting with cross-functional teams.

The position works onsite in the office on a five-day schedule, Sunday through Thursday, from 10:30 AM to 6:30 PM EST. Onsite requirements may change. Work is generally sedentary and performed in an office environment with standard office equipment; the environment is described as generally favorable, with adequate lighting and temperature and no hazardous or unpleasant conditions from noise or dust.

The anticipated annual salary range for NY-based candidates is up to $130,000. Base salary and position level depend on the role, experience, skill set, and location. Eligible positions may receive discretionary incentive compensation based on personal and company performance. Benefits include medical, dental, vision, and life insurance, a 401(k) plan with company contribution and match, tuition reimbursement, and more.

Requirements

• Bachelor's degree or an 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 the 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.
• Ability to lead the team in the absence of the manager.
• 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

• Ensure coworkers and technical support teams are accurately trained and prepared 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 developing the Problem Manager function and eventually assume the role of Problem Manager.
• Ensure incident tickets with open escalation assignments are addressed promptly and effectively.
• Ensure technology is transitioned into and out of the data center according to established Asset Management processes.
• Assist with various TCH and Operations projects.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior