What are the responsibilities and job description for the Production Support Analyst position at ECLARO?
Our client, a major Fintech is seeking an experienced Production Support Analyst to support critical ACH payment processing systems. This role focuses on ensuring seamless ACH file processing, exception handling, settlement reconciliation, and timely resolution of production issues.
The ideal candidate will have strong experience supporting ACH operations, troubleshooting payment returns and rejects, and working in high-volume financial transaction environments.
Key Responsibilities:
Production & Application Support
- Monitor ACH processing cycles, batch jobs, and settlement windows.
- Ensure timely processing of inbound/outbound ACH files.
- Identify, troubleshoot, and resolve production incidents within SLA timelines.
- Perform root cause analysis and implement preventive measures.
- Provide night shift operational support and on-call coverage.
- ACH Payments Processing Support
- Support ACH file processing including credits, debits, reversals, returns, and NOCs.
- Investigate ACH return codes, rejects, and exception items.
- Monitor settlement, posting, and reconciliation processes.
- Validate NACHA file formatting and transmission issues.
- Ensure compliance with ACH processing cut-off times and settlement schedules.
Exception Handling & Reconciliation
- Analyze failed transactions and reconciliation breaks.
- Investigate duplicate transactions and settlement discrepancies.
- Support resolution of ACH disputes and return processing timelines.
Client & Stakeholder Communication
- Communicate incident status and resolution updates to clients and internal teams.
- Participate in incident bridges and prepare post-incident reports.
- Provide operational guidance on ACH processing issues.
Technical Troubleshooting
- Execute SQL queries for transaction validation and data analysis.
- Monitor and troubleshoot Unix/Linux batch jobs and file transmissions.
- Analyze application logs, ACH processing logs, and system alerts.
Testing & Release Support
- Support production deployments and ACH cycle validations.
- Perform post-release verification and smoke testing.
- Coordinate with development and QA teams to resolve defects.
Ticketing & Process Management
- Manage incidents and service requests using Jira or similar tools.
- Maintain operational runbooks and support documentation.
Required Skills & Qualifications
- 7 years of production support experience in banking or payment systems.
- Strong hands-on experience supporting ACH payment processing.
- Solid understanding of:
- ACH lifecycle and settlement windows
- NACHA file structure & validation
- ACH returns, NOCs, reversals, and exception processing
- ACH cut-off times and processing schedules
- Experience troubleshooting ACH return codes and reconciliation issues.
- Hands-on experience with below is more preferrable:
- Unix/Linux commands & job monitoring
- SQL querying & data analysis
- Log analysis & issue troubleshooting
- Incident & problem management
- Experience in handling client communications and incident coordination.
- Familiarity with Jira or other ticketing tools.
Preferred Qualifications
- Knowledge of banking operations and settlement processes.
- Experience supporting high-volume ACH environments.
- Understanding of regulatory and compliance requirements.
- ITIL process awareness.
Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
Salary : $110,000 - $140,000