System Reliability & Support Specialist, Senior-Site Reliability

PNC•Pittsburgh, PA

6d•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 Specialist, Senior within PNC's SRC-Application Support organization, you will be based in one of our Technology hub locations (Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Denver, CO, Dallas, TX, or Phoenix, AZ). Weekly time in the office is required. The Technical Support Engineer is an early-career individual contributor responsible for supporting enterprise applications and assisting in troubleshooting issues. This role focuses on developing technical depth, gaining experience across systems, and contributing to incident resolution and operational stability. 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. Monitor, maintain and support systems and software to ensure stability and compliance to technology standards. Performs maintenance, including installation of patches and upgrades with an understanding of the production environment and goal of continuous availability. Incident detection, resolution and/or escalation. Conducts root cause analysis and correction resulting in prevention. Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Reports out information to support stabilization. Develops in depth knowledge of supported systems and applications and transfers knowledge to more junior staff. Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

Requirements

Application Support
Unix/Linux fundamentals
Basic database experience (SQL queries, data validation)
Application development fundamentals
Java (debugging basics, log interpretation)
Oracle or MongoDB (simple queries, data checks)
Kafka (basic concepts)
Redis or similar (conceptual understanding)
Linux/Unix (basic commands, navigation)
OpenShift (OCP) – introductory understanding
Dynatrace
BigPanda
ElasticSearch
Grafana
Monitor dashboards and alerts
Gather basic diagnostic data
Assist in identifying potential issues
Demonstrates developing troubleshooting skills
Able to follow known patterns and runbooks to resolve common issues
Escalates issues appropriately when outside of knowledge or experience
Begins to understand the importance of root cause analysis and recurring issue prevention
Basic understanding of how application components interact (app, database, infrastructure)
Able to troubleshoot within a defined scope or component
Builds awareness of system dependencies over time
Communicates clearly within the team on issues and progress
Documents work and troubleshooting steps with guidance
Learns to explain technical issues in simple terms when needed
Bachelors degree
3+ years of relevant / direct industry experience

Nice To Haves

Exposure to multiple areas (Application Support, Unix/Linux fundamentals, Basic database experience, Application development fundamentals) is preferred but not required.
Exposure to one or more of the following tools: Dynatrace, BigPanda, ElasticSearch, Grafana

Responsibilities

Provide first-level and intermediate technical support for enterprise applications
Investigate and troubleshoot application issues with guidance from senior team members
Participate in incident response and assist with triage and resolution activities
Follow established procedures for issue resolution, escalation, and communication
Document issues, troubleshooting steps, and resolutions for knowledge sharing
Support ongoing operational tasks, including monitoring and environment checks
Participate in the team on-call rotation as required
Monitor, maintain and support systems and software to ensure stability and compliance to technology standards.
Performs maintenance, including installation of patches and upgrades with an understanding of the production environment and goal of continuous availability.
Incident detection, resolution and/or escalation. Conducts root cause analysis and correction resulting in prevention.
Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Reports out information to support stabilization.
Develops in depth knowledge of supported systems and applications and transfers knowledge to more junior staff.
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.