Senior Application Support - EPN/SVPCO

The Clearing House•Charlotte, NC

9d•Onsite

About The Position

The Senior Application Support professional manages the EPN/SVPCO Application Support Team and provides application and daily technical support, including tasks and changes related to The Clearing House (TCH) projects and initiatives focused on operational improvement and platform stability. The role ensures TCH platforms and payment systems deliver services as expected by monitoring systems, identifying, triaging, logging, analyzing, and resolving issues, and handling payment support activities and escalations to third-level support groups. The position requires availability to support system alerts and critical or major escalations on a 24x7x365 basis, including triage and troubleshooting with cross-functional teams. The Clearing House Payments Company L.L.C. is a bank-owned industry utility that provides infrastructure for safe, reliable, and efficient payments. It operates the CHIPS high-value wire-transfer system, the RTP instant payments system, the EPN automated clearinghouse network, and the Image Exchange Network. It also operates a bank account number tokenization service, the TCH Payments Authority, and the ECCHO private-sector check image exchange rules business line. Employees report to the office Monday through Friday, 9 AM–5 PM EST. Some travel may be required, and onsite work requirements may change.

Requirements

Ability to take initiative, prioritize with minimal supervision, work independently, and contribute as part of a team.
Detail-oriented and organized in 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.
Professional demeanor and ability to work effectively with external customers, vendors, and staff.
Ability to work under pressure and handle conflicting priorities.
Technical skills with Wintel/Linux, networking, and enterprise integration software such as MQ, Connect Direct, and SFTP.
Demonstrated ability in 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 manage fraud-related support activities, operational incidents, and escalations.
Strong organizational and multitasking skills, including the ability to manage competing priorities under pressure.
Ability to interact professionally with customers, vendors, management, and technical teams.
Ability to make sound decisions independently while collaborating across departments and support teams.
Commitment to service excellence, operational stability, and continuous platform performance improvement.

Nice To Haves

Ability to ensure co-workers and technical support teams are accurately trained and prepared for daily operational and application support activities.
Ability to drive operational improvements through process optimization, automation, and continuous improvement initiatives.
Ability to support projects and collaborate with internal teams on payment-processing technical support matters.
Ability to coordinate and participate in Disaster Recovery exercises.
Interest or ability in developing into and eventually assuming the Problem Manager role.
Ability to lead the team in the Manager's absence.

Responsibilities

Manage the EPN/SVPCO Application Support Team and support daily application and technical operations.
Monitor TCH platforms and payment systems; identify, triage, log, analyze, and resolve issues.
Handle payment support activities and escalate issues to third-level support groups.
Support system alerts, critical and major escalations, and triage or troubleshoot issues with cross-functional teams on a 24x7x365 basis.
Ensure co-workers and technical support teams are 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 projects and collaborate with internal teams on technical support matters related to payment processing.
Manage and implement changes and releases, including activities during weekend maintenance windows.
Coordinate and participate in Disaster Recovery exercises.
Contribute to the development of the Problem Manager role and eventually assume that role.
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 TCH and Operations projects.
Lead the team in the Manager's absence.