System Reliability & Support Lead-Application Support

PNC; Cincinnati (OH); On-site; USD 75,000 - 125,000; Full time

Benefits offered by this job

Medical and prescription coverage

401(k) with match

Paid holidays and vacation

Job summary

PNC is seeking a System Reliability Support Lead in its Application Support organization. Based in one of several office locations, including Cincinnati, OH, the role requires weekly in-office presence and prior technical support experience.

Lead monitoring, maintenance, patches, and incident resolution to ensure a stable production environment while coaching junior staff and ensuring governance and risk controls.

Qualifications

• 3+ years of relevant/ direct industry experience.
• Bachelor's degree or equivalent experience in a related field.
• Certifications are often desired.

Responsibilities

• Leads and participates in monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance with technology standards.
• Performs maintenance including installation of patches and upgrades; coordinates with delivery teams to maintain a stable production environment.
• Incident detection, resolution and/or escalation; analyze root causes and report on design, reliability, maintenance problems and bugs.
• Monitors systems availability, performance and capacity against baseline metrics and reports trends; implements methods for monitoring reliability and resolving incidents.
• Educates and coaches more junior staff to deepen knowledge of supported systems and applications.
• Leads application governance, attestations, continuity testing, impact analysis and audits in line with technology standards.
• Customer-focused and risk-aware mindset in all business decisions; align solutions to customer needs and enterprise risk management.

Skills

Customer focus

Incident management

Root cause analysis

Technical troubleshooting

Genesys CCPulse

Information Technology Operations

Risk management

Service Level Agreement (SLA)

System reliability

Troubleshooting

Education

Bachelor's degree

Tools

Genesys CCPulse

Job description

Position Overview

R235775

Job Profile

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.

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

• 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.

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

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.