Director, Application Support

## Director, Application Support Apply locations:
North Carolina Office time type:
Full time posted on:
Posted 4 Days Agojob requisition :
JR100137
*
* Position summary:

** Candidate will focus on the management responsibilities for the CHIPS Application Support Team and support of Fraud application as necessary, including managing resources related to application support, daily technical support, tasks 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 Platform Support team is effectively and efficiently monitoring, identifying, triaging, logging, analyzing, and resolving issues, including all of CHIP 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 (TCH) is a banking association and payments company that is owned by the largest commercial banks in the United States. TCH owns and operates the core payments system infrastructure in the US and is currently working to modernize that infrastructure by launching a new, ubiquitous, real-time payment system. TCH is the only private-sector ACH and wire operator in the US, clearing and settling nearly $2 trillion in US dollar payments each day, representing half of all commercial ACH and wire volume.

TCH has provided critical services to the banking industry since 1853, and today, our core products facilitate services including Direct Deposit of payroll, bill payments, and check image exchange.
** Qualifications required:
** Candidate should be mature, self-motivated, well-organized and detail-oriented, able to function under pressure and handle numerous tasks simultaneously. The position would be well-suited to a candidate who thrives in a fast-paced environment and is meticulous. 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 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, fraud processing and operational workflows
* Experience supporting system issues, payment related investigations, and escalated technical issues
* Must have a professional demeanor and be able to effectively work 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 Mqueue, Connect Direct, and SFTP.
** Qualifications desired
*** Provide leadership for the Platform Application CHIPS Support Team
* Ensure team is 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 VHIPS related technical support matters
* Manage 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
** Success factors/job competencies:
*** Strong leadership and team management skills with the ability to mentor, develop, and support high-performing Platform Support teams
* 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
* Excellent verbal and written communication skills with the ability to interact professionally with customers, vendors, management, and technical teams
* Proven ability to drive operational improvements through process optimization, automation, and continuous improvement…