Senior Application Support - EPN/SVPCO

The Clearing House Payments Company; North Carolina; On-site; USD 110,000 - 140,000; Full time

Job summary

The Clearing House Payments Company is seeking a senior Application Support Lead to manage the EPN/SVPCO team, deliver reliable services, and monitor platforms for stability. The role requires hands-on triage, rapid problem diagnosis, and effective communication with internal and external partners.

You will coordinate changes, participate in DR drills, and drive automation and process improvements to reduce incidents and improve payment processing.

Qualifications

• Experience with application support and issue triage in fast-paced environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication with customers and teams.

Responsibilities

• Lead the EPN/SVPCO Application Support Team and oversee daily technical support.
• Triage, log, analyze and resolve incidents; escalate to third-level as needed.
• Manage changes and releases, including Weekend Maintenance windows.
• Coordinate Disaster Recovery exercises and cross-functional collaboration.
• Drive operational stability and platform performance improvements.

Skills

Wintel/Linux

Network fundamentals

Analytical thinking

Tools

MQ

Connect Direct

SFTP

Job description

Position summary:Candidate will focus on the management responsibilities for the EPN/SVPCO Application Support Team and support of application support, daily technical support, tasks, changes related to TCH projects, and initiatives focused on operational improvements and platform stability. Candidate will ensure TCH platform and payment systems deliver services to customers as expected by ensuring the systems are effectively and efficiently monitored, identifying, triaging, logging, analyzing, and resolving issues, including all payment support activities and escalations to third-level support groups. This position requires availability in a 24x7x365 to support system alerts, critical/major escalations and triage/troubleshoot with cross functional teams.About The Clearing House:The Clearing House Payments Company L.L.C. is a bank-owned industry utility that shapes the payments landscape and provides infrastructure for safe, reliable, and efficient payments. We see an economy where everyone is connected and a future where modern payments make life easier. The Clearing House operates four payment systems: a high-value wire-transfer system (the CHIPS network), the country’s first and largest instant payments system (the RTP network), an automated clearinghouse network (the EPN network), and a check image exchange network (the Image Exchange Network). TCH also operates a bank account number tokenization service, runs a payments association known as the TCH Payments Authority, and maintains the rules for private-sector check image exchange through its ECCHO business line.Qualifications required:The individual must be able to take initiative, prioritize with minimal supervision and work independently, as well as part of a team.Must be detail oriented and organized in both thought and practiceExcellent verbal and written communication skillsStrong analytical, troubleshooting, and problem-solving skillsExperience with application support and issue triage in a fast-paced environmentKnowledge of payment systems, transaction processing, payment processing and operational workflowsExperience supporting system issues, payment related investigations, and escalated technical issuesMust have a professional demeanor and be able to effectively work with external customers, vendors and staffAbility to work under pressure and handle conflicting prioritiesTechnical Skills should include Wintel/Linux, Network, and Enterprise integration software solutions such as MQ, Connect Direct, and SFTP.Qualifications desiredEnsure co-workers and technical support teams are accurately trained and prepared for daily operational and application support activitiesIdentify opportunities for improvement of Operations tasks and services through automation, optimization, and process enhancementOversee issue triage activities and ensure timely escalation and resolution of incidents impacting business applications and payment systemsSupport project activities and collaborate with internal teams on Payment processing related to technical support mattersManage and implement changes and releases including Weekend Maintenance window activitiesCoordinate and participate in Disaster Recovery exercisesContribute to the development, and eventually assume the role, of Problem ManagerEnsure Incident tickets with open escalation assignments are being addressed promptly and effectivelyEnsure technology is transitioned in and out of the data center according to established Asset Management processesAssist on various TCH and Operations projectsSuccess factors/job competencies:Demonstrated analytical and problem-solving abilities with a focus on issue identification, triage, root cause analysis, and resolution managementWorking knowledge of payment systems, transaction processing, and operational support environmentsExperience managing application support functions in a fast-paced, high-availability environmentAbility to effectively manage fraud-related support activities, operational incidents, and escalationsStrong organizational and multitasking skills with the ability to manage competing priorities under pressureExcellent verbal and written communication skills with the ability to interact professionally with customers, vendors, management, and technical teamsProven ability to drive operational improvements through process optimization, automation, and continuous improvement initiativesAbility to make sound decisions independently while collaborating effectively across departments and support teamsCommitment to service excellence, operational stability, and continuous platform performance improvement.Able to lead the team in absence of Manager.Physical Demands and Work Environment:Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.Employees in this position will report to the office on a five-day schedule: Monday - Friday, 9AM - 5PM EST. Some travel may be required. Onsite work requirements may change at any time.