Business Technology Mgr Sr Incident Management

Position: Business Technology Mgr Sr. - Incident Management
CO - Denver (80005)

AZ - Phoenix

PA - Pittsburgh

AL - Birmingham

TX - Dallas

OH - Cleveland

Full time

R233050

** 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 Business Technology Manager Sr. within PNC's Information Technology's Site Reliability Engineering Center (SRC)  you will work from one of PNC IT Hubs:
Denver, Colorado;
Phoenix, Arizona;
Cleveland, Ohio;
Pittsburgh, Pennsylvania;
Birmingham, Alabama; or Dallas, Texas.

As a Business Technology Manager Sr.

- Incident Management,  you will manage the Technology Critical Incident Managers.  Your responsibilities include leading providing leadership and coaching to the team members who report to you, continuously improving the process and developing the team.
This highly visible role, will also need to co-lead technical teams in the complex recovery of critical systems, communicating with the lines of business and executives regarding the impacts and alternative processing options.  Most importantly driving process improvement.

Your hours are weekdays, primarily 8-5 with flexibility in the start time. You will be directly responsible for team members who participate in an on call rotation; requiring you to provide support for them in those off hours as needed by the critical of the situation.

There will be a large amount of variability in your work day.  You will work in a very fast pat environment as it is driven by operational events 24X7.  You may go from managing a critical operational incident, to a process improvement meeting you are leading or participant of, to working with risk, audit or technology executives on lessons learned to some problem management activities all one day.

In your role, you will draw upon your ability to lead others, make decisive decisions, and assist in problem solving, collaborating with service partners and speaking effectively directly to the top 10 executives of Technology and PNC.

The successful candidate will have the following qualifications:

- BS in Business or Technology or related degree and 8+ years of related incident management experience plus 5 years of exp as a manager in an IT Service Management discipline.

- Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, assess business impact with Line of Business partners and lead multi-team daily shift turnover.

- Big picture thinking to correlate events and incident tickets within the organization as an indication of larger issue and the ability to act on and mitigate impact.

- Excellent written and verbal communication skills with an ability to communicate a technology incident to lines of business in a customer-focused business language to all levels of the organization.

- Strong customer focus and ability to act with a "Sense of Urgency" in facilitating and gaining prompt incident resolution.

- Advanced level of understanding of business services, business systems and industry best practices.

- The ability to network, influence and manage across all management and organization levels as well as cultural boundaries without having direct management authority.

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*
* + Provides solutions for IT and business management on applying technology to strategic business opportunities, planning and implementation of cross-functional applications.

+ Initiates, owns and drives the identification, evaluation and direction of solutions that are cost effective and meet complex business requirements.

+ Serves as the central point of contact for business demand management, technology expenditures, client feedback & relationship management and the overall client experience with the technology organization.

+ Manages the consulting services and communications to internal business groups on process improvement projects designed to support product strategies and revenue generation/cost reduction.

+ Manages the analysis & elicitation of complex client requirements, and the transformation of requirements into functional/non-functional requirements.

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

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** Customer Focused**  - Knowledgeable of the values and practices that align customer needs and…