Sr. Operations Representative

The Senior Operations Representative is responsible for monitoring, supporting, and maintaining 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.

The successful candidate demonstrates strong analytical thinking, sound operational judgment, and a commitment to operational excellence. They leverage modern technologies, including AI‑powered productivity tools and automation, to improve efficiency, documentation quality, knowledge sharing, and incident response while delivering exceptional customer service in a 24x7 production environment. This position also serves as a mentor to less experienced team members and helps drive continuous improvement initiatives across the Operations Center.

Note:

These roles require working on a set schedule that ensures 24/7 coverage for TCH customers. Before you leave you must ensure that your replacement has arrived. Overtime and weekend hours are required. The schedule for this role will be Sunday, Monday, and Wednesday 7am-7pm.

• 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, escalate, and resolve production issues in accordance with established procedures and service level objectives.
• Ensure operational readiness by performing system health checks, validation activities, and operational checklists.
• Participate in major incident response activities and assist in coordinating recovery efforts.

• Perform initial root cause analysis of production incidents and document findings.
• Analyze trends in operational alerts, recurring incidents, and system performance to identify opportunities for improvement.
• Recommend corrective and preventive actions that improve operational reliability.
• Use data and operational metrics to support informed 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, operational 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 operational risk, and enhance customer experience.

• Provide exceptional technical support to financial institution participants, third‑party providers, vendors, and internal business 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 Operations Representatives by sharing technical knowledge and operational best practices.
• Assist with training, cross‑training, and onboarding of new team members.
• Promote adherence to operational standards, documentation, and established procedures.
• Provide constructive recommendations that improve team performance and operational effectiveness.

• Bachelor's degree in Computer Science, Information Technology, Mathematics, or equivalent combination of education and professional experience.
• Minimum 3–5 years of experience supporting enterprise production operations or Network…