EY - Lead Applications & Operations Support Analyst (7-10 yrs)

This person will be responsible for providing our clients application and technology support by resolving problems within the application, infrastructure, networks, and file transmissions for Treasury functions - ACH/PEP+, ARP/SMS, Wires, and Real-Time payment processing.

Responsibilities include but are not limited to the following :

- Collaborate with architects, software engineers, business systems analysts and testing engineers to delivery high quality solutions in the financial treasury space.

- Responsible for validating application deployments meeting defined scope, target dates and budgets with minimal or no defects.

- Maintain and support critical payment processing applications of high complexity by providing rotational 24x7 support which includes responding to incidents alerts in a timely matter according to various priorities.

- Ability and willingness to work flexible work schedules - outside of normal business hours (shifts, weekends).

- Works directly with our clients to diagnose and resolve various issues crossing hardware, software, and networks within set time limits and escalate accordingly.

- Develop processes and procedures to improve time to resolution and the efficiency of the support team.

- Participate in operational readiness key performance initiatives and measure the effectiveness of both production releases and client onboarding activities.

- Participate in disaster recovery and business continuity exercises.

- Collaborate with the cross functional teams to correct recurring issues.

- Provide clear verbal and written communication to internal and external groups.

Required Qualifications :

Education :

- Bachelor's degree in information technology, computer science or other applicable field(s) of study.

- In lieu of degree, a minimum of 5 years of experience in production operational support.

- Equivalent combination of education and experience is also acceptable.

Job Related Experience :

- Minimum 5 years of experience in Treasury functions - ACH/PEP+, ARP/SMS, Wires, and Real-Time payment processing.

- 5+ years driving ITIL best practice techniques for service operations including but not limited to root cause analysis,

problem, change, and incident management.

- 5+ years of relevant experience in a payments or other high transaction volume systems.

- Well versed with all phases of Software Development Life Cycle (SDLC) and Agile Scrum methodologies.

- Role requires strong technical aptitude and a deep understanding of how to troubleshoot across the entire technology stack.

- Exceptional communication skills (verbal and written).

- Must have good customer centric research & analytical skills.

- Ability to work across multiple teams in a matrixed environment to accomplish objectives.

- Strong organizational skills with experience working a dynamic work environment and managing multiple projects simultaneously.

- Ability to easily adapt and manage changing priorities.

- Ability to work independently and collaboratively under pressure and time constraints.

Preferred Qualifications :

- Solid business acumen.

- NACHA and FED Wire Payments processing.

- Working knowledge of file transmission protocols (varies based on product).

- Experience with Service Now.

- ITIL experience or certification.

- Experience with industry standard monitoring tools - Splunk, Dynatrace, ExtraHop.

- Self-starter with focus on continuous self-improvement.