Incident & Problem Consultant - SRC First Response

PNC•Strongsville, OH

22h•$75,000 - $150,000•Remote

About The Position

The Incident & Problem Consultant is a member of PNC’s SRC First Response organization, responsible for leading responses to high-impact IT incidents affecting internal and external customers. The role serves as command-and-control lead during major incidents, coordinating technical resources, facilitating rapid resolution, and communicating throughout the incident lifecycle. When not leading major incidents, the position focuses on proactive event management by monitoring alerts and escalating issues to appropriate support teams. The position is based on a Tuesday-to-Saturday shift from 3 p.m. to 11 p.m. Eastern Time. It is based in a remote location and may be eligible for remote work in select geographic locations, subject to PNC approval. Approved remote work must be conducted from a quiet, secure, confidential home workspace. Occasional in-office participation may be required based on business needs. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position. The role develops, implements, and manages incident and problem management programs, staff, and operations. It oversees incident requests, priorities, escalations, and resolution activities; leads complex problem identification and resolution; and coordinates strategies to improve change management and process effectiveness. It develops incident action plans, ensures timely solutions, supports root-cause and trend analysis, and improves incident-status documentation and reporting. The position calls for customer focus and effective risk management in accordance with PNC’s Enterprise Risk Management Framework. The role typically requires a university or college degree and at least three years of relevant or direct industry experience. A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree. A bachelor’s degree is listed; no certification or license is required. The base salary range is $75,000 to $150,000, and the role is incentive eligible based on company, business, and/or individual performance.

Requirements

Typically, a university or college degree and 3 or more years of relevant or direct industry experience.
A bachelor’s degree is listed in the education requirements.
In lieu of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be considered.
Ability to lead incident response, coordinate technical teams, and communicate incident status effectively.
Knowledge and skills relevant to incident management, problem management, technical troubleshooting, and risk management.
No required certifications.
No required licenses.
No required or preferred language assessments.
Must be able to work the stated Tuesday-to-Saturday shift from 3 p.m. to 11 p.m. Eastern Time.
Remote work, if approved, must be conducted from a quiet, secure, confidential home-based workspace; occasional in-office participation may be required based on business needs.
PNC will not provide employment visa sponsorship or participate in STEM OPT for this position.

Nice To Haves

Action planning.
Change process management.
Continuous improvement.
Incident management.
Knowledge management.
Problem analysis.
Problem identification.
Problem management.
Risk management.
Stakeholder management.
Certifications are often desired.

Responsibilities

Serve as primary incident lead for high-impact IT incidents raised to the SRC First Response Team.
Triage incoming IT issues, determine severity, and select appropriate response actions.
Open and manage major incident bridge calls.
Lead and facilitate cross-functional technical teams to drive rapid issue resolution.
Maintain command-and-control presence, focus, accountability, and timely decision-making during incidents.
Coordinate and communicate status updates throughout the incident.
Manage incidents affecting critical systems, including online banking, mobile banking, enterprise applications, and supporting infrastructure.
Monitor dashboards and alerting systems for alarms and events requiring attention.
Assess and prioritize alerts and determine required actions.
Escalate concerning alerts through Microsoft Teams to appropriate technical support teams.
Identify events that may become major incidents and initiate the Major Incident Management process when needed.
Develop, implement, and manage the incident and problem management program, staff, and operations.
Review and oversee incident requests, priorities, escalation, and resolution activities.
Lead complex problem identification, evaluation, analysis, and resolution.
Coordinate strategies to improve change management and process effectiveness and build incident recovery action plans.
Develop and implement incident action plans and ensure timely delivery of solutions.
Ensure root-cause and trend analysis is determined and provide related reports in a timely manner.
Monitor and improve documentation and reporting processes for incident status and results.
Address customer needs and satisfaction in business decisions and customer solutions.
Assess and manage risks associated with business objectives and activities in support of PNC’s Enterprise Risk Management Framework.

Benefits

Medical and 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 plan.
Stock purchase plans.
Dependent care reimbursement account.
Back-up child and elder care.
Adoption, surrogacy, and doula reimbursement.
Educational assistance, including select programs that are fully paid.
Wellness program with financial incentives.
Maternity and/or parental leave, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
9 occasional absence days each year, unless otherwise required by law, depending on eligibility.
15 to 25 vacation days each year depending on career level and years of service, subject to eligibility.
Incentive-eligible compensation based on company, business, and/or individual performance.