Senior Engineer, Application Support
On-siteCharlotte, North Carolina, United States or North Carolina, United States
Job Summary
Monitor and resolve issues impacting business applications and payment systems, ensuring the TCH platform delivers expected services. Identify, triage, log, and analyze incidents while managing escalations to third-level support groups. Oversee issue triage activities, coordinate weekend maintenance windows, and lead disaster recovery exercises. Drive operational improvements through automation, optimization, and process enhancement. Collaborate with cross-functional teams on VHIPS and project activities, ensuring incident tickets are addressed promptly. Participate in a 24x7x365 support model for system alerts and critical response, working Saturday through Thursday from 11 PM to 7 AM EST.
Required Qualifications
- Bachelor's degree or equivalent combination of education and experience
- Strong analytical, troubleshooting, and problem-solving skills, including issue identification, triage, root cause analysis, and resolution management
- Experience providing application support in a fast-paced, high-availability production environment
- Experience supporting payment systems, transaction processing platforms, and operational workflows
- Experience handling system incidents, payment investigations, technical escalations, and support activities
- Ability to manage multiple priorities and perform effectively under pressure
- Excellent verbal and written communication skills with the ability to interact professionally with customers, vendors, management, and technical teams
- Strong attention to detail and organizational skills
- Ability to work independently, make sound decisions, and collaborate effectively across cross-functional teams
- Ability to lead the team in the absence of the manager
- Technical expertise supporting Windows and Linux environments, network technologies, and enterprise integration solutions such as IBM MQ, Connect (Direct, and SFTP)
- Commitment to operational excellence, platform stability, and service reliability
- Availability to participate in a 24x7x365 support model, including system alerts, critical incident response, and weekend maintenance activities
- Experience supporting real-time payments, ACH, wire, or other financial transaction processing systems
- Experience driving operational improvements through automation, process optimization, and continuous improvement initiatives
- Experience participating in disaster recovery planning, testing, and execution
- Knowledge of ITIL processes, including Incident, Problem, and Change Management
- Experience managing application releases and production change implementations
- Previous experience mentoring team members or serving in a technical lead capacity
- Experience within financial services, banking, or payments industry environments
- Some travel
- Onsite work
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.