Incident & Problem Consultant - SRC First Response

Position Overview

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 an Incident & Response Consultant within PNC's SRC First Response organization, you will be based in Phoenix, AZ, Strongsville, OH, or Pittsburgh, PA.

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 an Incident & Response Consultant within PNC's SRC First Response organization, you will be based in Phoenix, AZ, Strongsville, OH, or Pittsburgh, PA.

R233368

This role is based on shift timings (3pm to 11pm EST) Tuesday to Saturday

As an Incident & Problem Consultant is a key member of the SRC First Response Team, responsible for leading the response to high‑impact IT incidents affecting internal and external customers. This individual serves as the command-and-control lead during major incidents, coordinating technical resources, facilitating rapid issue resolution, and ensuring clear communication throughout the incident lifecycle. When not actively leading major incidents, the role focuses on proactive Event Management through monitoring alerts and escalating issues to appropriate support teams.

• Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team.
• Triage incoming IT issues and 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 to ensure timely response.
• Identify events that may elevate into major incidents and initiate the Major Incident Management process as needed.

PNC is an in‑office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• Develops, implements and manages the incident and problem management program, staff and operations.
• Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing.
• Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery.
• Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined;…