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.

Key Responsibilities 

Production Operations 

• 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.  

Incident Management & Analytical Problem Solving 

• 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.  

AI, Automation & Continuous Improvement 

• 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.  

Customer & Technical Support 

• 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.  

Technical Leadership 

• 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.  

Required Qualifications 

• 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 Operations Centers (NOC).  

• Experience supporting Windows, UNIX/Linux, and enterprise infrastructure environments.  

• Working knowledge of enterprise monitoring platforms such as Splunk, Dynatrace, SolarWinds, SCOM, or similar tools.  

• Understanding of networking concepts, TCP/IP, file transfer technologies, and enterprise communications.  

• Experience working 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 operational environment.  

Preferred Qualifications 

• Experience supporting financial services, banking, or payment processing systems.  

• Working 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 tools such as PowerShell, Python, Bash, or Power Automate.  

• Experience using ServiceNow or other IT Service Management platforms.  

Core Competencies 

The successful candidate will demonstrate: 

• Strong analytical thinking and critical reasoning  

• Excellent troubleshooting and diagnostic skills  

• Operational discipline and attention to detail  

• Accountability and ownership  

• Customer-focused service delivery  

• Adaptability and continuous learning  

• Professional communication  

• Collaboration and teamwork  

• Curiosity and willingness to embrace new technologies  

• Commitment to quality and operational excellence  

Success Measures 

Success in this role will be measured by the ability to: 

• Maintain high system availability and operational reliability.  

• Respond to production incidents quickly and effectively.  

• Accurately diagnose and resolve operational issues.  

• Consistently meet operational Service Level Agreements (SLAs).  

• Produce accurate and complete incident documentation.  

• Identify recurring issues and recommend lasting improvements.  

• Improve operational efficiency through AI adoption, automation, and process improvements.  

• Demonstrate technical leadership and mentor junior team members.  

• Deliver exceptional customer service while maintaining professionalism under pressure.  

• Contribute to a culture of continuous improvement, innovation, accountability, and operational excellence.  

Work Schedule 

This position supports a 24x7 mission-critical production environment. Operators work assigned shifts, including evenings, overnight hours, weekends, holidays, and overtime as required to maintain continuous customer support. Team members are expected to ensure seamless shift transitions and maintain operational continuity during handoffs. The schedule for this role will be Sunday, Monday, and Wednesday 7am-7pm.

Physical demands and work environment: Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.