Sr. Operations Representative

Key Responsibilities

• 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.
• 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.