Incident & Problem Consultant - SRC First Response

PNC Financial Services Group, Inc.; Phoenix (AZ); On-site; USD 75,000 - 150,000; Full time

Benefits offered by this job

Medical/ Prescription coverage

Dental and vision options

Life insurance

Disability protection

401(k) with company match

Pension and stock purchase plans

Dependent care reimbursement

Backup child/elder care

Educational assistance

Wellness program with incentives

Parental leave

Up to 11 paid holidays

9 occasional absence days

15–25 vacation days

Job summary

PNC Financial Services Group, Inc. is seeking an Incident & Response Consultant to lead major IT incidents and oversee proactive event management.

The role emphasizes coordinating technical resources, driving rapid issue resolution, and clear communication throughout the incident lifecycle. The position requires 3+ years of relevant experience, a bachelor’s degree, and strong leadership across ITIL processes.

Qualifications

• Requires university/college degree and 3+ years of relevant/direct industry experience.
• Certifications are often desired; no specific certification is mandatory.
• In lieu of a degree, a comparable combination of education, certifications and experience may be considered.

Responsibilities

• Major Incident Management (MIM) - act as the primary incident lead for high-impact IT incidents.
• Triage incoming IT issues and determine severity and appropriate response actions.
• Open and manage major incident bridge calls.
• Lead cross-functional technical teams to drive rapid issue resolution.
• Maintain a strong command-and-control presence with focus, accountability, and timely decisions.
• Coordinate and communicate status updates clearly throughout the incident lifecycle.
• Manage incidents impacting critical systems (online banking, mobile banking, enterprise apps, infrastructure).
• Event Management - monitor dashboards and alerts for incidents requiring attention.
• Assess and prioritize alerts and escalate to appropriate teams via Microsoft Teams.
• Identify events that may escalate into major incidents and initiate MIM when needed.
• Develops, implements and manages incident and problem management program and related documentation.

Skills

Change Management

Debugging

Process Improvements

Relationship Building

Root Cause Analysis

Trend Analysis

Analytical Thinking

Contingency and Disaster Recovery

Decision Making

IT Environment

IT Incident Management

IT Service Management

IT Standards

Procedures & Policies

Problem Management

Requirements Analysis

Technical Troubleshooting

Education

Bachelors

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 Phoenix, AZ, Strongsville, OH, or Pittsburgh, PA. ***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.

Key Responsibilities

• 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 escalation become major incidents and initiate the Major Incident Management process as 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.

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

Preferred Skills

• Change Management
• Debugging
• Process Improvements
• Relationship Building
• Root Cause Analysis (RCA)
• Trend Analysis

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 education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $75,000.00 – $150,000.00. Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 09/01/2026, although it may be longer with business discretion.

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

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Company Culture

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship‑based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve.

Rewards

PNC's total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page.

Talent Community

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