Incident Response Lead

PAYCO The Clearing House Payments Company L.L.C.; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

The Clearing House Payments Company L.L.C. is seeking an Incident Management Analyst to coordinate incidents from identification to resolution, ensuring timely escalation and clear ownership across Service, Operations, Technology, and Risk teams.

This hands-on role emphasizes post-mortems, follow‑ups, and continuous improvement, requiring strong ownership, communication, and organizational skills to manage time‑sensitive events and ensure consistent incident handling.

Qualifications

• Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment.
• Strong ability to manage multiple priorities and independently drive assigned work to completion in a time‑sensitive environment.
• Strong analytical and problem‑solving skills, with the ability to organize complex information and identify key issues, impacts, and required actions.
• Strong written and verbal communication skills, including the ability to work effectively with technical and non‑technical stakeholders.
• Strong documentation skills and attention to detail.
• Ability to coordinate and influence cross‑functional stakeholders without direct authority.
• Ability to exercise sound judgment and appropriately escalate issues.

Responsibilities

• Incident Management Execution: coordinate incidents from identification through resolution and closure, engaging stakeholders and tracking actions.
• Post‑Mortem and Follow‑Up Activities: prepare post‑mortems within two‑week target, document contributing factors and actions.
• Process, Reporting and Team Support: maintain records, metrics, escalate risks, and support continuous improvement.

Skills

Incident management

Cross-functional coordination

Analytical thinking

Communication skills

Documentation

Tools

ServiceNow

Job description

The Clearing House Payments Company L.L.C. is seeking an Incident Management Analyst to coordinate incidents from identification to resolution, ensuring timely escalation and clear ownership across Service, Operations, Technology, and Risk teams.

This hands-on role emphasizes post-mortems, follow‑ups, and continuous improvement, requiring strong ownership, communication, and organizational skills to manage time‑sensitive events and ensure consistent incident handling.