Production Support Analyst - Payments Systems

Production Support Analyst | Payments Systems (Fedwire, RTP, FedNow) | UNIX/Linux, SQL, Incident Management

Job Summary

Synechron is seeking an experienced Production Support Analyst with a strong background in the payments domain to provide operational support for mission-critical financial transaction systems. In this role, you will proactively monitor, troubleshoot, and resolve issues in high-volume payment environments, ensuring system reliability, stability, and compliance with service levels. The successful candidate will support US domestic payment rails such as Fedwire, FedNow, and RTP, and will play a vital part in maintaining operational excellence aligned with organizational and client objectives. This position offers a key opportunity to ensure smooth payment processing and incident management within a fast-paced environment.

Software Requirements

Required:

• Experience with payment processing systems, including Unix/Linux command-line, job scheduling, and log analysis.

• Ticketing and incident management tools: Jira or similar.

• Database querying and data analysis using SQL (Oracle, MySQL, or PostgreSQL).

• Knowledge of supporting high-availability systems in financial environments, with experience in incident and problem management.

• Basic understanding of client communication, escalation procedures, and SLA adherence.

Preferred:

• Familiarity with tools like Splunk, ServiceNow, or other enterprise monitoring and ticketing tools.

• Exposure to ITIL processes and frameworks.

• Additional experience with middleware, APIs, or automation tools for incident resolution.

Overall Responsibilities

• Monitor payment systems and batch processes to ensure high system availability and performance.

• Investigate and resolve production incidents within defined SLA timelines, conducting root cause analysis to prevent recurrence.

• Support processing of real-time and batch payments, troubleshooting transaction failures, rejects, and reconciliation issues.

• Communicate proactively with clients and internal stakeholders, providing incident updates, resolution reports, and post-incident summaries.

• Perform Unix/Linux server checks, review logs, and execute SQL queries to analyze and resolve operational issues.

• Support ongoing production releases, validation, and post-deployment activities, including smoke testing.

• Manage incident and service request tickets, ensuring proper documentation and escalation processes.

• Collaborate with development, infrastructure, and QA teams for troubleshooting and continuous process improvement.

• Create and update runbooks, operational documentation, and escalation procedures.

• Contribute to process improvements, automation, and shift-based support activities to meet operational KPIs.

Performance Outcomes:
High system availability, timely incident resolution, clear communication, adherence to SLAs, and continuous process improvements.

Technical Skills (By Category)

Application & System Monitoring:

• Essential: Unix/Linux command-line, job monitoring, log analysis

• Preferred: Automation scripting (Shell, Python) for troubleshooting

Databases & Data Management:

• Essential: SQL querying, data validation, reconciliation techniques in Oracle, MySQL, or PostgreSQL

• Preferred: Knowledge of payment message formats (ISO 20022, ACH, Fedwire)

Incident & Problem Management Tools:

• Essential: Jira or similar ticketing system

• Preferred: Service Management tools like ServiceNow

Communication & Collaboration Tools:

• Essential: Outlook, MS Teams, Zoom

Knowledge of Payment Rail Support:

• Essential: Fedwire, FedNow, RTP support experience

• Preferred: Knowledge of payment message protocols, settlement processes, and compliance standards

Experience Requirements

• Minimum 7+ years supporting production environments for financial or payment systems.

• Proven experience troubleshooting high-volume payment applications, including real-time processing and batch workflows.

• Evidence of effective incident and problem management in large-scale enterprise environments.

• Industry experience in banking, financial services, or payments preferred; relevant experience in critical system support in other sectors acceptable.

• Demonstrated ability to handle multiple priorities, work under pressure, and adhere to SLA commitments.

Day-to-Day Activities

• Maintain constant monitoring of payment systems, batch jobs, and transaction flows.

• Investigate, diagnose, and swiftly resolve production incidents within SLA parameters.

• Coordinate with infrastructure, development, and QA teams to implement fixes and system upgrades.

• Provide timely incident updates and resolution reports to stakeholders and clients.

• Conduct root cause analysis and generate detailed incident reports for management.

• Support deployment activities and verify production stability after releases.

• Participate in shift rotations, on-call support, and incident bridge calls as required.

• Proactively identify opportunities for automation and process improvements in operational workflows.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.

• 7+ years of experience in production support within financial or payment systems.

• Strong understanding of payment systems such as Fedwire, FedNow, and RTP.

• Prior experience working in fast-paced, high-volume environment adhering to strict SLAs.

• Certifications such as ITIL or in banking/payment domain are a plus.

• Excellent troubleshooting, communication, and stakeholder management skills.

• Ability to work independently, prioritize effectively, and operate under pressure.

Professional Competencies

• Strong analytical and problem-solving skills, with attention to detail.

• Excellent stakeholder communication, including incident reporting and updates.

• Ability to work collaboratively and build effective relationships with cross-functional teams.

• Calm under pressure with a proactive and solution-oriented mindset.

• Adaptability to evolving processes, tools, and regulatory requirements.

• Ownership of incidents, ensuring prompt resolution and prevention of recurrence.

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Candidate Application Notice

Experience Level

Senior Level