Payments Incident Response Analyst

Apex Systems; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

401K

HSA

EAP

Training & Certification

Discount programs

Job summary

Everforth Apex Systems in Glen Allen, Virginia is seeking a Payments Incident Response Analyst to monitor real-time payment platforms, triage incidents, and coordinate major bridge calls to restore services with minimal customer impact.

The role requires a Bachelor's degree in CS/IT or related field and 3+ years in production support or incident management within a high‑pressure environment. On-site Richmond, VA location with ITIL-aligned processes and 24x7 coverage.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience is required.
• Minimum of 3 years of experience in production support, incident management, event management, or application performance monitoring within a high‑pressure environment.

Responsibilities

• Monitor real‑time payment platforms and applications to detect production events and performance anomalies.
• Perform rapid triage of incidents related to critical payment services, including RTP, Zelle, ACH, and digital wallets.
• Lead and coordinate major incident bridge calls to align technical teams toward rapid service restoration.
• Facilitate clear and concise communications to stakeholders and leadership during critical operational events.
• Collaborate with engineering, infrastructure, and application support teams to analyze system health and performance.
• Identify root causes of service disruptions and implement preventive measures to enhance platform stability.
• Maintain alignment with ITIL service management frameworks for incident and event management.
• Support a 24x7 operational environment to ensure continuous availability of payment channels.

Skills

Incident management

Production support

Monitoring & alerting

ITIL

Education

Bachelor's degree in CS/IT or related field

Tools

Splunk

Dynatrace

ServiceNow

AIOps

Job description

Job #3056599

Payments Incident Response Analyst

Job Description

Location: Richmond, Virginia (On-site)

This organization is seeking a dedicated Payments Event Management Triage Associate to support critical payment platforms across Real‑Time Payments (RTP), Zelle, ACH, digital wallets, international payments, and transfer services. Operating as part of the Payments Event Incident Management division, this position serves as the first line of operational response for production events, application monitoring, incident triage, bridge coordination, and stakeholder communications. The selected professional will collaborate closely with application support, engineering, infrastructure, and operations teams to identify, assess, and resolve service disruptions promptly while minimizing customer impact.

Key Responsibilities

• Monitor real‑time payment platforms and applications to detect production events and performance anomalies.
• Perform rapid triage of incidents related to critical payment services, including RTP, Zelle, ACH, and digital wallets.
• Lead and coordinate major incident bridge calls to align technical teams toward rapid service restoration.
• Facilitate clear and concise communications to stakeholders and leadership during critical operational events.
• Collaborate with engineering, infrastructure, and application support teams to analyze system health and performance.
• Identify root causes of service disruptions and implement preventive measures to enhance platform stability.
• Maintain alignment with ITIL service management frameworks for incident and event management.
• Support a 24x7 operational environment to ensure continuous availability of payment channels.

Required Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience is required.

Experience: Minimum of 3 years of experience in production support, incident management, event management, or application performance monitoring within a high‑pressure environment.

Technical Skills: Proficiency with enterprise monitoring and service management tools, specifically Splunk, Dynatrace, ServiceNow, and AIOps platforms. Strong familiarity with end‑to‑end customer transaction processing and payment routing systems is required.

Preferred Qualifications

• Possession of an ITIL Foundation certification or equivalent structured framework experience.
• Knowledge of payment networks and partners such as Early Warning Services (EWS) and The Clearing House (TCH).
• Familiarity with message queuing (MQ) technologies and distributed system architectures.
• Demonstrated experience supporting highly available, large‑scale transaction environments in the financial services sector.

Benefits Overview

• medical
• dental
• vision
• life
• disability
• other insurance plans that offer an optional layer of financial protection.
• ESPP (employee stock purchase program)
• 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• corporate discount savings program and other discounts
• on‑demand training program
• access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
• certification discounts and other perks to associations that include CompTIA and IIBA
• dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach

Everforth Apex is a world‑class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine‑Readable Files on behalf of Everforth Apex Systems.

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine‑Readable Files on behalf of Everforth Apex.