Incident Response Analyst

Payments Incident Response Analyst Job#: 3056599

Job Description:

Payments Incident Response Analyst

Location:

Richmond, Virginia (On-site)

Role Overview This organization is seeking a dedicated Payments Event Management Triage Associate to support critical payment platforms across Real-Time Payments (RTP), Zelle, ACH, digital wallets, international payments, and transfer services. Operating as part of the Payments Event Incident Management division, this position serves as the first line of operational response for production events, application monitoring, incident triage, bridge coordination, and stakeholder communications.

The selected professional will collaborate closely with application support, engineering, infrastructure, and operations teams to identify, assess, and resolve service disruptions promptly while minimizing customer impact.

Key Responsibilities Monitor real-time payment platforms and applications to detect production events and performance anomalies.

Perform rapid triage of incidents related to critical payment services, including RTP, Zelle, ACH, and digital wallets.

Lead and coordinate major incident bridge calls to align technical teams toward rapid service restoration.

Facilitate clear and concise communications to stakeholders and leadership during critical operational events.

Collaborate with engineering, infrastructure, and application support teams to analyze system health and performance.

Identify root causes of service disruptions and implement preventive measures to enhance platform stability.

Maintain alignment with ITIL service management frameworks for incident and event management.

Support a 24x7 operational environment to ensure continuous availability of payment channels.

Required Qualifications

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience is required.

Experience:

Minimum of 3 years of experience in production support, incident management, event management, or application performance monitoring within a high-pressure environment.

Technical

Skills:

Proficiency with enterprise monitoring and service management tools, specifically Splunk, Dynatrace, Service Now, and AIOps platforms. Strong familiarity with end-to-end customer transaction processing and payment routing systems is required.

Preferred Qualifications Possession of an ITIL Foundation certification or equivalent structured framework experience.

Knowledge of payment networks and partners such as Early Warning Services (EWS) and The Clearing House (TCH).Familiarity with message queuing (MQ) technologies and distributed system architectures.

Demonstrated experience supporting highly available, large-scale transaction environments in the financial services sector.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process.  for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help.

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Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional development, Everforth Apex hosts an on-demand…