Senior Application Support - EPN/SVPCO

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. 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.

Responsibilities

Management responsibilities for the EPN/SVPCO Application Support Team; Support of application support, daily technical support, tasks, changes related to TCH projects, and initiatives focused on operational improvements and platform stability; Ensure TCH platform and payment systems deliver services to customers as expected by effectively and efficiently monitoring systems, identifying, triaging, logging, analyzing, and resolving issues, including all payment support activities and escalations to third-level support groups; Ensure co-workers and technical support teams are accurately trained and prepared for daily operational and application support activities; Identify opportunities for improvement of Operations tasks and services through automation, optimization, and process enhancement; Oversee issue triage activities and ensure timely escalation and resolution of incidents impacting business applications and payment systems; Support project activities and collaborate with internal teams on payment processing 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, and eventually assume the role, of Problem Manager; Ensure Incident tickets with open escalation assignments are being addressed promptly and effectively; Ensure technology is transitioned in and out of the data center according to established Asset Management processes; Assist on various TCH and Operations projects

Requirements

Ability to take initiative, prioritize with minimal supervision, and work independently as well as part of a team; Detail oriented and organized in both thought and practice; Excellent verbal and written communication skills; Strong analytical, troubleshooting, and problem-solving skills; Experience with application support and issue triage in a fast-paced environment; Knowledge of payment systems, transaction processing, payment processing and operational workflows; Experience supporting system issues, payment related investigations, and escalated technical issues; Professional demeanor and ability to work effectively with external customers, vendors and staff; Ability to work under pressure and handle conflicting priorities; Technical skills should include Wintel/Linux, Network, and Enterprise integration software solutions such as MQ, Connect Direct, and SFTP; Availability in a 24x7x365 model to support system alerts, critical/major escalations and triage/troubleshoot with cross functional teams

Nice to have

Demonstrated analytical and problem-solving abilities with a focus on issue identification, triage, root cause analysis, and resolution management; Working knowledge of payment systems, transaction processing, and operational support environments; Experience managing application support functions in a fast-paced, high-availability environment; Ability to effectively manage fraud-related support activities, operational incidents, and escalations; Strong organizational and multitasking skills with the ability to manage competing priorities under pressure; Proven ability to drive operational improvements through process optimization, automation, and continuous improvement initiatives; Ability to make sound decisions independently while collaborating effectively across departments and support teams; Commitment to service excellence, operational stability, and continuous platform performance improvement; Able to lead the team in absence of Manager