System Reliability & Support Lead-Application Support

About the role

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a System Reliability Support Lead within PNC's Application Support organization, you will be based in one of our office locations in Pittsburgh, PA, Strongsville, OH, Birmingham, AL, Farmers Branch, TX, Phoenix, AZ, or Cincinnati, OH. Weekly time in the office is needed. Prior experience in Technical Support is needed.

Responsibilities

• Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
• Provides support and participates in installation of patches and upgrades.
• Coordinates with delivery teams to ensure changes are implemented in order to maintain a stable production environment.
• Incident detection, resolution, and/or escalation.
• Analyze and identify root cause of incidents.
• Gathers information and reports out on design, reliability, maintenance problems and bugs.
• Monitors systems availability, performance and capacity against baseline metrics and reports trends.
• Implements methods, techniques and evaluation criteria for monitoring software reliability and resolving incidents.
• Educates and coaches more junior staff to ensure in‑depth knowledge of supported systems and applications.
• Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk – Assessing and effectively managing all the risks associated with their business objectives and activities to ensure they adhere to and support Risk Management.
• Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

Qualifications

• Preferred Skills: Genesys CCPulse, Incident Management, Information Technology Operations, Risk Management, Root Cause Analysis (RCA), Service Level Agreement (SLA), Service Levels, System Reliability, Technical Support, Troubleshooting
• Competencies: Analytical Thinking, Application Maintenance, Application Programming Interfaces (API's), Decision Making and Critical Thinking, IT Environment, IT Incident Management, IT Service Management (ITSM), IT Standards, Procedures & Policies, Packaged Application Integration, Problem Management, Requirements Analysis, Software Reliability Management, System Development Life Cycle, Technical Troubleshooting
• Work Experience: Roles at this level typically require a university/college degree, with 3+ years of relevant/direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job‑specific certification(s), and experience (including military service) may be considered.
• Education: Bachelors
• Certifications: No Required Certification(s)
• Licenses: No Required License(s)
• Language Assessments: No Required Or Preferred Language Assessments

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature)
• Dental and vision options
• Employee and spouse/child life insurance
• Short and long‑term disability protection
• 401(k) with PNC match, pension and stock purchase plans
• Dependent care reimbursement account
• Back‑up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• A robust wellness program with financial incentives
• Paid time off: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year (unless otherwise required by law); between 15 to 25 vacation days each year, depending on career level; and years of service

Pay

Base Salary: $75,000.00 – $125,000.00. Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Schedule

Weekly time in the office is needed.