Operations Representative

Position Summary: The Operations Representative will ensure that all systems are functioning in a healthy state, along with ensuring that all data transmissions to and from The Clearing House are monitored and executed successfully through the system. This includes the identification, investigation, escalation, and resolution of all internal production or customer-related issues in a timely and efficient manner.

The Operations Representative should possess strong leadership skills. They should be able to ensure that all customer or third- party inquiries are answered in a timely, accurate and professional manner.

Note: The schedule for this role is Thursday, Friday, and Saturday 7am - 7pm. 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.

Qualifications Required:

• Bachelor's degree in Computer Science or Mathematics, or a combination of equivalent education and experience

• Knowledge of Windows and UNIX operating systems are a plus

• Understanding of data center hardware

• Work knowledge of data center monitoring tools (SCOM, Solar winds, Dynatrace and Splunk)

• Knowledge of network terminologies and concepts

• Knowledge of AI tools and Power Automate are a plus

• Ability to communicate effectively with peers, users, and all management levels

• 3-5 years of experience in a NOC environment

• Strong organizational and problem-solving skills with the ability to make independent decisions

• Must be detail oriented and organized in both thought and practice

• Good verbal and written communication skills

• Strong analytical and problem-solving skills

• Must have a professional demeanor and be able to effectively work with external customers, vendors, and staff

• Ability to work under pressure and handle conflicting priorities

• Good interpersonal and customer service skills

• Must be reliable and dependable – proven attendance/punctuality, consistent performance

Essential Functions and Responsibilities:

• Assist in the administration of the system by using pre-determined commands and instructions, Including preparing the system for initial set up, executing and monitoring a schedule of activities, performing diagnostic tests and check-off lists on the computer systems and communications equipment throughout the day

• Ensure the team is monitoring all aspects of the network processing and file exchange schedules for all Clearing House products

• As required, track, escalate, resolve and document all internal or customer-related production issues; This may involve contacting customers or vendors directly, if our surveillance systems identify connectivity issues

• Provide customer support and respond to inquiries from financial institution participants, third-party service providers, other network operators and the Federal Reserve Bank; This may include technical support in troubleshooting connectivity via MQ, C:D and FTP.

• As requested, assist customer participants with the set-up of testing communications applications and testing certification

• Provide coverage for 24/7 Computer Network Operations Center

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.