Sr. Operations Representative

PAYCO The Clearing House Payments Company L.L.C.; North Carolina; On-site; USD 85,000 - 105,000; Full time

Job summary

PAYCO The Clearing House Payments Company L.L.C. in the United States seeks a Senior Operations Representative to monitor, support, and maintain the health, availability, and performance of production systems and the payment processing environment.

You will lead on shift, ensuring operational stability through proactive monitoring, incident response, and collaboration with internal teams and customers. You will perform incident analysis, drive problem solving, and advance automation using AI

Qualifications

• Bachelor's degree or equivalent in Computer Science, IT, Mathematics or related field.
• 3–5 years of experience supporting enterprise production operations or NOC.
• Experience with Windows, UNIX/Linux, and enterprise infrastructure.
• Familiarity with monitoring platforms such as Splunk, Dynatrace, SolarWinds, SCOM or similar.
• Understanding of networking concepts, TCP/IP, file transfer technologies, and enterprise communications.
• Experience in high-availability, mission-critical production environments.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently with sound judgement, attention to detail, and prioritization skills.

Responsibilities

• Monitor enterprise infrastructure, applications, payment systems, and network connectivity for continuous availability.
• Oversee production schedules, file transmissions, and payment processing across Clearing House products.
• Identify, investigate, troubleshoot, and resolve production issues per procedures and SLAs.
• Perform system health checks, validations, and operational checklists.
• Participate in major incident response and coordinate recovery efforts.
• Provide exceptional technical support to financial institutions, vendors, and internal teams.
• Mentor junior representatives and contribute to training and onboarding.

Skills

Bachelor's degree

NOC experience

Windows

UNIX/Linux

Monitoring platforms

Networking basics

High availability

Analytical skills

Communication skills

Independent worker

Attention to detail

Prioritization

Education

Bachelor's degree in CS/IT/Math

Tools

Splunk

Dynatrace

SolarWinds

SCOM

ServiceNow

PowerShell

Python

Job description

Summary

The Senior Operations Representative monitors, supports, and maintains the health, availability, and performance of the Clearing House’s mission-critical production systems and payment processing environment. This role serves as a technical leader on shift, ensuring operational stability through proactive monitoring, incident response, problem analysis, and collaboration with internal teams and external customers.

Key Responsibilities

Production Operations

• Monitor enterprise infrastructure, applications, payment systems, and network connectivity to ensure continuous system availability.
• Monitor and execute production schedules, file transmissions, and payment processing activities across all Clearing House products.
• Detect, investigate, troubleshoot, and resolve production issues in accordance with established procedures and service level objectives.
• Perform system health checks, validation activities, and operational checklists to ensure readiness.
• Participate in major incident response activities and assist in coordinating recovery efforts.

Incident Management & Analytical Problem Solving

• Perform initial root cause analysis of incidents and document findings.
• Analyze trends in alerts, recurrent incidents, and system performance to identify improvement opportunities.
• Recommend corrective and preventive actions that enhance reliability.
• Use data and metrics to support decision making.
• Escalate issues appropriately while maintaining ownership until resolution.

AI, Automation & Continuous Improvement

• Utilize AI-enabled tools such as Microsoft Copilot, ChatGPT, Power Automate, or similar technologies to improve documentation, procedures, reporting, knowledge management, and troubleshooting efficiency.
• Identify opportunities to automate repetitive operational tasks and improve workflow efficiency.
• Participate in continuous improvement initiatives focused on operational excellence and service quality.
• Contribute ideas that improve productivity, reduce risk, and enhance customer experience.

Customer & Technical Support

• Provide exceptional technical support to financial institution participants, third-party providers, vendors, and internal partners.
• Respond to production inquiries professionally, accurately, and within established service expectations.
• Assist customers with connectivity troubleshooting involving MQ, Connect:Direct (C:D), FTP, secure file transfer technologies, and related communication protocols.
• Support customer certification and testing activities when required.

Technical Leadership

• Serve as a senior technical resource during assigned shifts.
• Mentor junior representatives by sharing knowledge and best practices.
• Assist with training, cross-training, and onboarding of new team members.
• Promote adherence to operational standards, documentation, and procedures.
• Provide constructive recommendations to improve team performance and operational effectiveness.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or an equivalent combination of education and experience.
• 3–5 years of experience supporting enterprise production operations or Network Operations Centers (NOC).
• Experience supporting Windows, UNIX/Linux, and enterprise infrastructure environments.
• Working knowledge of enterprise monitoring platforms such as Splunk, Dynatrace, SolarWinds, SCOM, or similar.
• Understanding of networking concepts, TCP/IP, file transfer technologies, and enterprise communications.
• Experience in high-availability, mission-critical production environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently while exercising sound judgment.
• Strong attention to detail and commitment to operational quality.
• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred Qualifications

• Experience supporting financial services, banking, or payment processing systems.
• Knowledge of ACH, RTP, Fedwire, CHIPS, or ISO 20022 payment systems.
• Experience using AI-powered productivity tools, Microsoft Copilot, ChatGPT, Power Automate, or similar technologies.
• Familiarity with scripting or automation tools such as PowerShell, Python, Bash, or Power Automate.
• Experience using ServiceNow or other IT Service Management platforms.

Core Competencies

• Strong analytical thinking and critical reasoning.
• Excellent troubleshooting and diagnostic skills.
• Operational discipline and attention to detail.
• Accountability and ownership.
• Customer-focused service delivery.
• Adaptability and continuous learning.
• Professional communication.
• Collaboration and teamwork.
• Curiosity and willingness to embrace new technologies.
• Commitment to quality and operational excellence.

Success Measures

• Maintain high system availability and operational reliability.
• Respond to incidents quickly and effectively.
• Accurately diagnose and resolve issues.
• Consistently meet operational service level agreements.
• Produce accurate and complete incident documentation.
• Identify recurring issues and recommend lasting improvements.
• Improve operational efficiency through AI adoption, automation, and process improvements.
• Demonstrate technical leadership and mentor junior team members.
• Deliver exceptional customer service while maintaining professionalism under pressure.
• Contribute to a culture of continuous improvement and accountability.

Work Schedule

This position supports a 24/7 mission-critical production environment. Operators work assigned shifts, including evenings, overnight hours, weekends, holidays, and overtime as required to maintain continuous customer support. Team members are expected to ensure seamless shift transitions and maintain operational continuity during handoffs. The schedule for this role will be Sunday, Monday, and Wednesday 7am‑7pm.

Physical Demands and Work Environment

Work is generally sedentary in nature. The environment is generally favorable, with adequate lighting and temperature, and no hazardous or unpleasant conditions caused by noise, dust, or other factors. Work is generally performed within an office environment, with standard office equipment available.