Application Support Lead Engineer

Role: Application Support Lead Engineer

Location: NY/NJ (Hybrid)

Duration: Contract

Role Summary:

Job Description:

Seeking a highly skilled and analytical L2 Production Support Lead Engineer to head the operational maintenance, transaction monitoring, and technical troubleshooting of our enterprise payment infrastructure. The role requires deep technical and analytical experience in payment orchestrators, and automated clearing house (ACH) systems. Associate is expected to combine deep payment domain expertise with strong technical diagnostic skills to minimize system downtime, protect strict operational service level agreements (SLAs), and coordinate resolutions across internal engineering tiers and global external vendors.

Key Responsibilities

• Incident & SLA Management: Own P1/P2 incident triage, technical investigation, and resolution for domain apps within SLA.
• Escalation Coordination: Partner with bank’s retained L3 teams and third-party vendors (Fiserv, Jack Henry, Federal Reserve) to resolve complex issues beyond L2 scope.
• Change Validation: Execute deployment validations—including pre-change readiness checklists and post-change functional sign-offs.
• Knowledge Management: Build and maintain domain-specific SOPs, runbooks, and KEDB entries in ServiceNow, targeting ≥95% coverage for top-20 high-volume apps.
• Problem Management: Analyze ticket patterns to log Problem Management records for recurring issues; coordinate Root Cause Analysis (RCA) with L3/vendor teams.

Primary Technical & Domain Skills

• Payment Rails: Direct experience with NACHA rules, ACH file formatting, Fedwire, and SWIFT messaging.
• Application Frameworks:
  • eGIFTS & eGifts Passport: Payment orchestration, message routing, and secure browser/SSO interfaces.
  • PEP+ (Fiserv): ACH origination processing, exceptions, and database setups.
  • JHA SilverLake - ACH: Jack Henry core banking operations (good to have), ACH modules, and jXchange API middleware.
• Clearing Gateways: Connectivity and transmission troubleshooting for FedLine Solutions (Web/Advantage) and EPN Access (TCH).
• Compliance Portals: Operational support for ICSWeb (OFAC screening) and EDD (Enhanced Due Diligence) screening modules.

Secondary Technical & Infrastructure Skills

• Data & Querying: Proficiency parsing XML, JSON, ISO 20022 schemas, and flat files. Strong SQL scripting for IBM DB2, MS SQL, or Oracle databases.
• Systems & Middleware: Experience navigating Linux/AIX server logs, mainframe batch environments (z/OS, JCL), and middleware (WebSphere MQ, Connect:Direct, REST/SOAP APIs via Postman).
• ITSM Tools: Heavy utilization of ServiceNow or Jira Service Management for incident and KEDB tracking.