System Reliability & Support Lead

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 a System Reliability and Support Lead within PNC's Technology organization, you will be based in Dallas, TX or Pittsburgh, PA.

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

* Prior experience with Service Now Incident management is preferred

Experience with the following is a plus:

* Dynatrace, SRE Monitoring Tools

* Oracle, SQL knowledge

* Prior L2, L3 Support

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.

Job Description

* Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.

* Performs maintenance, including 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 ensures in depth knowledge of supported systems and applications.

* Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

* 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 of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development, Business Management, Collaboration, Communication, Customer Solutions, Customer Support, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

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)

Benefits

PNC offers a comprehensive range of benefits…