Incident & Problem Consultant

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We deliver the best experience for our customers and foster an inclusive workplace culture where all employees feel respected, valued, and have an opportunity to contribute to the company’s success.

In this role as an Incident & Problem Consultant within PNC’s First Response SRC (Sight Reliability Center Organization), you will serve as the command‑and‑control lead during major incidents, coordinate technical resources, facilitate rapid issue resolution, and ensure clear communication throughout the incident lifecycle.

Remote work may be possible in select geographic locations (Phoenix, AZ; Strongsville, OH; Pennsylvania, PA) upon approval. This position is not available at all locations.

Schedule:

Twilight Shift (Sunday through Thursday, 3:00 pm–11:30 pm ET).

• Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team.
• Triage incoming IT issues, determine severity and appropriate response actions.
• Open and manage major incident bridge calls.
• Lead and facilitate cross‑functional technical teams to drive rapid issue resolution.
• Maintain a strong command‑and‑control presence, ensuring focus, accountability, and timely decision‑making.
• Coordinate and communicate status updates clearly and effectively throughout the incident.
• Manage incidents impacting critical systems, such as online banking, mobile banking, enterprise applications, and infrastructure supporting internal or external customers.
• Monitor dashboards and alerting systems for alarms and events requiring attention.
• Assess and prioritize alerts to determine required action.
• Escalate concerning alerts via Microsoft Teams to appropriate technical support teams for timely response.
• Identify events that may escalte into major incidents and initiate the Major Incident Management process as needed.

• Develop, implement and manage the incident and problem management program, staff and operations.
• Oversee incident requests, priorities, escalation and resolution activities; lead complex problem identification, evaluation, analysis and resolution.
• Coordinate with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery.
• Develop and implement incident action plans, ensuring timely delivery of solutions and root‑cause/trend analysis with reporting.
• Monitor and improve documentation and reporting processes for incident status and results.

• 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 risks associated with business objectives to ensure alignment with PNC’s Enterprise Risk Management Framework.

Successful candidates must demonstrate appropriate knowledge, skills and abilities for a role. Requirements include:

• Relevant certifications/licensures (none required).
• 3 + years of experience with incident and event management, preferably in a financial services environment.
• Strong command‑and‑control experience during major IT incidents.
• Experience with ITIL and incident lifecycle practices.
• Strong analytical and problem‑solving skills.

• Change Management, Debugging, Event Management
• Information Technology Infrastructure Library (ITIL)
• Institutional Finance, IT Change Management, Process Improvements
• Relationship Building, Root Cause Analysis (RCA), Trend Analysis

• Analytical Thinking, Contingency and Disaster Recovery
• Decision Making and Critical Thinking, IT Environment, IT Incident Management
• ITSM, IT Standards, Procedures & Policies, Problem Management
• Requirements Analysis, Technical Troubleshooting

Roles at this level typically require a university or college degree, with 3 + years of relevant/direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education,…