System Reliability & Support Lead

PNC•Farmers Branch, TX

2d•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 and Support Lead within PNC's Technology organization, you will be based in Dallas, TX or Pittsburg, PA. 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 with ServiceNow Incident management
Dynatrace, SRE Monitoring Tools
Oracle, SQL knowledge
Prior L2, L3 Support is big plus
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.
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

Nice To Haves

Application Development
Business Management
Customer Solutions
Design
Group Problem Solving
Process Improvements
Release Management
Software Solutions
User Experience (UX) Design

Responsibilities

Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
Performs maintenance, including installation of patches and upgrades.
Coordinates with delivery teams 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 ensures in depth knowledge of supported systems and applications.
Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.