Incident & Problem Consultant - SRC First Response

PNC; Kingman (AZ); Remote; USD 90,000 - 140,000; Full time

Job summary

PNC is seeking an Incident & Response Consultant for its SRC First Response team. Based remotely, you will serve as the command-and-control lead during major incidents, coordinate technical resources, and ensure clear communication throughout the incident lifecycle.

The role also emphasizes proactive event management through monitoring alerts and escalation to appropriate support teams. Responsibilities include leading major incidents affecting critical systems, triaging issues, opening incident

Qualifications

• Role requires 3+ years of relevant/ direct industry experience with a university degree; certifications often desired.

Responsibilities

• Act as primary incident lead for high-impact IT incidents; triage issues and determine severity.
• Open and manage major incident bridge calls; lead cross-functional teams to rapid resolution.
• Maintain command-and-control presence; coordinate status updates throughout incident lifecycle.
• Monitor dashboards and alerts; escalate to appropriate teams to ensure timely response.
• Develop and implement incident and problem management program; oversee escalation and resolution activities.

Skills

Action Planning

Change Process Management

Continuous Improvement

Incident Management

Knowledge Management

Problem Analysis

Problem Identification

Problem Management

Risk Management

Stakeholder Management

Analytical Thinking

Contingency and Disaster Recovery

Decision Making and Critical Thinking

IT Environment

IT Incident Management

IT Service Management (ITSM)

IT Standards

Procedures & Policies

Requirements Analysis

Technical Troubleshooting

Education

Bachelor's degree in a related field

Job description

Position Overview

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 an Incident & Response Consultant within PNC's SRC First Response organization, you will be based in a remote location.

***This role is based on shift timings (3pm to 11pm EST) Tuesday to Saturday***

As an Incident & Problem Consultant is a key member of the SRC First Response Team, responsible for leading the response to high‑impact IT incidents affecting internal and external customers. This individual serves as the command-and-control lead during major incidents, coordinating technical resources, facilitating rapid issue resolution, and ensuring clear communication throughout the incident lifecycle. When not actively leading major incidents, the role focuses on proactive Event Management through monitoring alerts and escalating issues to appropriate support teams.

Major Incident Management (MIM)

• Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team.
• Triage incoming IT issues and determine severity and appropriate response actions.
• Open and manage major incident bridge calls.
• Lead and facilitate cross‑functional technical teams to drive rapid issue resolution.
• Maintain a strong command-and-control presence, ensuring focus, accountability, and timely decision‑making.
• Coordinate and communicate status updates clearly and effectively throughout the incident.
• Manage incidents impacting critical systems, such as online banking, mobile banking, enterprise applications, and infrastructure supporting internal or external customers.

Event Management

• Monitor dashboards and alerting systems for alarms and events requiring attention.
• Assess and prioritize alerts to determine required action.
• Escalate concerning alerts via Microsoft Teams to appropriate technical support teams to ensure timely response.
• Identify events that may elevate into major incidents and initiate the Major Incident Management process as needed.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

Develops, implements and manages the incident and problem management program, staff and operations. Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing. Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery. Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner. Monitors and improves documentation and reporting processes for incident status and results.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: 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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

• Action Planning
• Change Process Management
• Continuous Improvement
• Incident Management
• Knowledge Management
• Problem Analysis
• Problem Identification
• Problem Management
• Risk Management
• Stakeholder Management

Competencies

• Analytical Thinking
• Contingency and Disaster Recovery
• Decision Making and Critical Thinking
• IT Environment
• IT Incident Management
• IT Service Management (ITSM)
• IT Standards
• Procedures & Policies
• Problem Management
• Requirements Analysis
• Technical Troubleshooting

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of e