Payments Incident Response Analyst

Job ID: 3056599 | Location: Richmond, Virginia (On-site)

About the role

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.

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.

Requirements

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, ServiceNow, and AIOps platforms.
• Strong familiarity with end-to-end customer transaction processing and payment routing systems.

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.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans offering an optional layer of financial protection.
• Employee Stock Purchase Program (ESPP).
• 401(k) program with eligibility to contribute typically within 30 days of starting; company match after 12 months of tenure.
• Health Savings Account (HSA) on the High Deductible Health Plan (HDHP).
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses, books, and seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants addressing benefits and resource questions.
• Certified Career Coach.