Software Engineer Senior

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 Software Engineer Sr within PNC’s Retail Tech organization, you may be based in a remote location. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Looking for a Production Support Technical Team Lead to lead, guide and mentor a team of Support Analysts. The successful candidate will be responsible for daily Production Support functions for a suite of applications. The Lead will work on and ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control and focus more on continuous improvement/automation initiatives.

Responsibilities

• Provide front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
• Solve production down situations under tight SLA deadlines.
• Root cause and problem resolution follow-up.
• Debug and fix production issues by analyzing code, complex SQL queries & stored procedures.
• As a part of L2 support team provide stand-by out of hours support on a rotational basis for production system.
• Look for efficiency improvement in & productivity savings.
• Drive & live by the culture of innovation resulting in a highly efficient team and improving operational efficiency.
• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
• Communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues.

Requirements

• Extensive years of relevant IT experience (SDLC- Waterfall / Agile, Production Support).
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools.
• Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk.
• Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
• Ability to assess initial severity, gather impacts, create tickets (REMEDY), engage necessary support teams, and escalate as necessary to ensure timely restoration.
• Experience with on-call support for triaging problems, coordinating with various support teams across the organization and carry out activities related to incident and problem management.
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving.
• Flexible to work for extended hours and on weekends as needed to handle high priority issues.
• Must be willing and able to express new ideas, concerns, and opinions directly to wider team in team meetings face-to-face and via remote-working tools.
• Ability to deal with complex information, processes, and relationships to derive a simple solution.
• Good ability to navigate ambiguity and quickly establish credibility.
• Excellent spoken and written English complete with clear oral communication skills.
• Experience in Change management and Incident management tools.

Nice-to-haves

• Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
• Experience in using Dynatrace and other monitoring tools.
• Working experience in SDLC processes.
• Exposure to Banking and financial industry.

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
• Paid time off including maternity and/or parental leave, up to 11 paid holidays each year, 8 occasional absence days each year, and between 15 to 25 vacation days each year depending on career level and years of service.