Job#: 3056599 Job Description: Payments Incident Response Analyst
Location: Richmond, Virginia (On-site)
Role Overview
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.
Key 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.
Required Qualifications
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 is required.
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.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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