Incident & Problem Consultant

PNC•Strongsville, OH

2d•$55,000 - $142,350•Hybrid

About The Position

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(n) Incident & Problem Consultant within PNC's First Response SRC (Sight Reliability Center Organization). This position may be eligible for remote work in select geographic locations, subject to approval by PNC in the following: Phoenix, AZ, Strongsville, OH or Pittsburgh, PA. This position may not be available in all geographic locations. Schedule: This person will work Twilight Shift (Sunday through Thursday, 3pm to 11:30pm ET). 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. Key Responsibilities Major Incident Management (MIM) 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. Event Management - 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 escalate into major incidents and initiate the Major Incident Management process as needed. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description 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; provides reports on root cause and trend analysis in a timely manner. Monitors and improves documentation and reporting processes for incident status and results. 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.

Requirements

University / college degree, with 3+ years of relevant / direct industry experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
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.
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.

Nice To Haves

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
IT Service Management (ITSM)
IT Standards, Procedures & Policies
Problem Management
Requirements Analysis
Technical Troubleshooting

Responsibilities

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 escalate into major incidents and initiate the Major Incident Management process as needed.
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; provides reports on root cause and trend analysis in a timely manner.
Monitors and improves documentation and reporting processes for incident status and results.

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
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