Senior Application Support

The Clearing House • Charlotte, NC

9d • Onsite

About The Position

The Senior Application Support role supports applications and systems for payments and transaction processing, daily technical operations, TCH projects, and initiatives aimed at operational improvement and platform stability. The role helps ensure TCH platforms and payment systems deliver services as expected by monitoring systems, identifying and triaging issues, logging and analyzing incidents, resolving problems, supporting payments, and escalating issues to third-level support groups. Availability is required in a 24x7x365 support model for system alerts, critical and major escalations, and coordination with cross-functional teams.

The position provides technical and operational support, guides and trains coworkers and support teams, oversees incident triage and escalation, and participates in project work, changes, releases, maintenance, and disaster recovery activities. Employees report to the office Monday through Friday, 12–8 PM; some travel may be required. Onsite requirements may change.

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, with 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.
• 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 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 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.
• Support systems in a 24x7x365 model, including system alerts, critical incident response, and payment support escalations.
• Lead the team in the manager's absence.

What This Job Offers

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