Sr. Operations Representative

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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, Solar Winds, 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.

• 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…