System Reliability & Support Lead-Application Support

PNC Bank•Cincinnati, OH

1d•Hybrid

About The Position

As a System Reliability & Support Lead within PNC's Application Support organization, you will lead and participate in monitoring, maintaining, supporting, and modernizing systems and software to ensure stability and compliance with technology standards. The role includes performing maintenance, installing patches and upgrades, and coordinating with delivery teams to implement changes that maintain a stable production environment. You will detect, resolve, and escalate incidents; analyze incidents to identify root causes; and gather and report information about design, reliability, maintenance problems, and bugs. You will monitor system availability, performance, and capacity against baseline metrics, report trends, and implement methods and evaluation criteria for monitoring software reliability and resolving incidents. The role also includes educating and coaching junior staff and leading application governance activities, including attestations, continuity testing, impact analysis, responding to audit and regulatory inquiries, and compliance with technology standards. The position is based at one of PNC's office locations in Pittsburgh, Pennsylvania; Strongsville, Ohio; Birmingham, Alabama; Farmers Branch, Texas; Phoenix, Arizona; or Cincinnati, Ohio. Weekly time in the office is needed. Prior technical support experience is needed. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Prior experience in technical support.
Typically, a bachelor's degree or university/college degree and 3+ years of relevant or direct industry experience.
In lieu of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be considered.
Demonstrate appropriate knowledge, skills, and abilities for the role.

Nice To Haves

Genesys CCPulse.
Incident management.
Information technology operations.
Risk management.
Root cause analysis (RCA).
Service level agreements (SLA) and service levels.
System reliability.
Troubleshooting.
Analytical thinking.
Application maintenance.
Application programming interfaces (APIs).
Decision making and critical thinking.
IT environment knowledge.
IT incident management.
IT service management (ITSM).
IT standards, procedures, and policies.
Packaged application integration.
Problem management.
Requirements analysis.
Software reliability management.
System development life cycle.
Technical troubleshooting.
Certifications are often desired; no specific certification is required.

Responsibilities

Lead and participate in monitoring, maintenance, support, and modernization of systems and software to maintain stability and compliance with technology standards.
Perform maintenance, including installation of patches and upgrades.
Coordinate with delivery teams to implement changes that maintain a stable production environment.
Detect, resolve, and/or escalate incidents; analyze incidents and identify root causes.
Gather information and report on design, reliability, maintenance problems, and bugs.
Monitor system availability, performance, and capacity against baseline metrics and report trends.
Implement methods, techniques, and evaluation criteria for monitoring software reliability and resolving incidents.
Educate and coach junior staff to build in-depth knowledge of supported systems and applications.
Lead application governance activities, including required attestations, continuity testing, impact analysis, responding to audit and regulatory inquiries, and compliance with technology standards.
Apply customer-focused practices and assess and manage risks associated with business objectives and activities.

Benefits

Medical and prescription drug coverage, including 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 and elder care.
Adoption, surrogacy, and doula reimbursement.
Educational assistance, including select fully paid programs.
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.
15 to 25 vacation days each year, depending on career level and years of service.
Incentive-eligible compensation, with payment based on company, business, and/or individual performance.