System Reliability & Support Lead-Application Support

PNC Financial Services Group, Inc.; Cincinnati (OH); On-site; USD 75,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Job summary

PNC Financial Services Group, Inc. is seeking a System Reliability Support Lead to join the Application Support organization. The role is based in one of several office locations and requires weekly in-office time. You will lead monitoring, maintenance and modernization of systems to ensure stability and compliance with technology standards.

You will coordinate patches and upgrades, analyze incidents and guide junior staff, while focusing on customer-centric service and risk management.

Qualifications

• University degree preferred with 3+ years of relevant industry experience.
• Certifications are often desired; military service may be considered.
• Experience in monitoring, maintenance and incident management is required.

Responsibilities

• Leads monitoring, maintenance, support and modernization of systems and software.
• Supports patching, upgrades and change coordination to keep production stable.
• Detects, resolves or escalates incidents and analyzes root causes.
• Monitors availability, performance and capacity against baselines and trends.
• Educates junior staff and reinforces knowledge of supported systems.

Skills

Incident Management

IT Operations

Risk Management

Root Cause Analysis

SLA

System Reliability

Technical Support

Troubleshooting

Analytical 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

Education

Bachelors

Tools

Genesys CCPulse

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 Application Support organization, you will be based in one of our office locations in Pittsburgh, PA, Strongsville, OH, Birmingham, AL, Farmers Branch, TX, Phoenix, AZ, or Cincinnati, OH. Weekly time in the office is needed. Prior experience in Technical Support is needed.

Job Description

• Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
• Providing support and participate in installation of patches and upgrades. Coordinates with delivery team 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 ensure in depth knowledge of supported systems and applications.
• 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 the risks associated with their business objectives and activities to ensure they adhere to and support Risk Management.

Job Description Leads and participates 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.

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
• 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

Pay Transparency

Base Salary: $75,000.00 – $125,000.00 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 10/02/2026, 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, 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.

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. Check out the top reasons to join PNC. 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.