System Reliability & Support Lead

PNC; Pennsylvania; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical/prescription drug coverage

Dental and vision options

401(k) with PNC match

Job summary

PNC is seeking a System Reliability & Support Lead to oversee monitoring, maintenance and modernization of critical systems. Based remotely in Pennsylvania with potential occasional in-office work, you will guide incident management, root-cause analysis, and governance activities.

You will mentor junior staff, coordinate patches with delivery teams, and ensure production stability while aligning with technology standards and risk management practices.

Qualifications

• Experience with monitoring, incident management and governance processes.
• Ability to analyze incidents and perform root-cause analyses.
• Knowledge of IT operations, risk management and compliance.

Responsibilities

• Leads monitoring, maintenance, support and modernization of systems to ensure stability.
• Performs patches and upgrades; coordinates changes with delivery teams.
• Incident detection, resolution and root-cause analysis with reporting.
• Monitors availability, performance and capacity against baselines; reports trends.
• Educates and coaches junior staff; supports governance, audits and continuity testing.

Skills

Genesys CCPulse

Incident Management

Information Technology Operations

Risk Management

Root Cause Analysis

SLA

System Reliability

Technical Support

Troubleshooting

Education

Bachelor's

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 a System Reliability & Support Lead within PNC's Technology organization, you will be based remotely in the state of Pennsylvania.

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

• Leads and participants 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.

Core Values

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

• Genesys CCPulse
• Incident Management
• Information Technology Operations
• Risk Management
• Root Cause Analysis (RCA)
• Service Level Agreement (SLA)
• Service Levels
• System Reliability
• Technical Support
• Troubleshooting

Competencies

• 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

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

Application Window

Generally, this opening is expected to be posted for two business days from 10/01/2026, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include:

• 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

In addition, PNC generally provides the following paid time off, depending on your eligibility:

• 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