Senior Engineer, Application Support

• Support applications and systems for payments and transaction processing
• Provide daily technical support for TCH platforms and payment systems
• Monitor systems and identify, triage, log, analyze, and resolve issues
• Support CHIP payment activities and elevate issues to third-level support groups
• Provide 24x7x365 support for system alerts, critical and major escalations
• Train co-workers and technical support teams for operational and application support activities
• Identify operational improvements through automation, optimization, and process enhancement
• Oversee incident triage, escalation, and resolution for business applications and payment systems
• Support projects and collaborate with internal teams on VHIPS technical support matters
• Manage and implement changes and releases, including weekend maintenance activities
• Coordinate and participate in disaster recovery exercises
• Contribute to development and assume the Problem Manager role
• Ensure incident tickets with open escalation assignments are addressed promptly
• Transition technology into and out of the data center according to Asset Management processes
• Assist with TCH and Operations projects
• Lead the team in the absence of the manager

• Bachelor's degree or equivalent combination of education and experience
• Strong analytical, troubleshooting, and problem-solving skills
• Experience providing application support in a fast-paced, high-availability production environment
• Experience supporting payment systems, transaction processing platforms, and operational workflows
• Experience handling system incidents, payment investigations, technical escalations, and support activities
• Ability to manage multiple priorities and perform effectively under pressure
• Excellent verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to work independently, make sound decisions, and collaborate across cross-functional teams
• Ability to lead the team in the absence of the manager
• Technical expertise supporting Windows and Linux environments
• Knowledge of network technologies
• Experience with IBM MQ, Connect:
  
  Direct, and SFTP
• Commitment to operational excellence, platform stability, and service reliability
• Availability for a 24x7x365 support model, including system alerts, critical incident response, and weekend maintenance
• Preferred: experience supporting real-time payments, ACH, wire, or other financial transaction processing systems
• Preferred: experience driving operational improvements through automation and process optimization
• Preferred: experience with disaster recovery planning, testing, and execution
• Preferred: knowledge of ITIL Incident, Problem, and Change Management processes
• Preferred: experience managing application releases and production changes
• Preferred: experience mentoring team members or serving as a technical lead
• Preferred: experience in financial services, banking, or payments

Demonstrates expertise in supporting payment systems and transaction processing platforms, with a strong focus on incident management, operational improvements, and technical support in high-availability environments. Capable of leading teams and collaborating across functions to ensure service reliability and platform stability.

• Application Support
• Incident Management
• Payment Systems Support
• Windows and Linux Environments
• Operational Improvements

• Troubleshooting
• Problem-Solving
• Technical Support
• System Incident Handling
• Automation
• Process Optimization
• Disaster Recovery Planning
• Change Management
• Real-Time Payments
• Financial Transaction Processing

• Analytical Skills
• Attention to Detail
• Organizational Skills
• Communication Skills
• Team Leadership

• Financial Services
• Banking
• Payments
• ITIL

• IBM MQ
• Connect:
  
  Direct
• SFTP
• Network Technologies