System Reliability & Support Lead-Application Support

PNC•Strongsville, OH

17h•$75,000 - $125,000•Onsite

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 System Reliability Support Lead within PNC's Application Support organization, you will be based in one of our office locations in Pittsburgh, PA, Strongsville, OH, Birmingham, AL, Farmers Branch, TX, Phoenix, AZ, or Cincinnati, OH. Weekly time in the office is needed. Prior experience in Technical Support is needed. 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.

Requirements

Prior experience in Technical Support is needed
3+ years of relevant / direct industry experience
Bachelors degree or a comparable combination of education, job specific certification(s), and experience (including military service)

Nice To Haves

Genesys CCPulse
Incident Management
Information Technology Operations
Risk Management
Root Cause Analysis (RCA)
Service Level Agreement (SLA)
Service Levels
System Reliability
Technical Support
Troubleshooting
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

Responsibilities

Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
Providing support and participate in installation of patches and upgrades. Coordinates with delivery team 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 ensure in depth knowledge of supported systems and applications.
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 the risks associated with their business objectives and activities to ensure they adhere to and support Risk Management.
Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

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