System Reliability & Support Lead-Application Support

PNC Financial Services Group, Inc.; Pittsburgh (Allegheny County); Sur place; USD 75 000 - 125 000; Plein temps

Résumé du poste

PNC Financial Services Group, Inc. invites applicants for a System Reliability Support Lead in its Application Support organization. The role is based in one of several office locations across the U.S.

and requires weekly in-office presence, leading monitoring, maintenance and modernization to ensure stability and standards compliance. The ideal candidate will bring 3+ years of relevant technical support experience, proficiency in incidents management and root cause analysis, and the ability to

Qualifications

• University/college degree required, with 3+ years of relevant / direct industry experience.
• Certifications often desired.
• In lieu of a degree, a comparable combination of education, certification(s) and experience may be considered.

Responsabilités

• Leads and participates in monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
• Supports installation of patches and upgrades and coordinates with delivery teams to maintain a stable production environment.
• Incident detection, resolution and/or escalation; identifies root causes and documents findings.
• Monitors availability, performance and capacity against baselines and reports trends.
• Educates and coaches junior staff to deepen knowledge of supported systems and applications.
• Leads governance activities including attestations, continuity testing, impact analysis, and regulatory inquiries.

Connaissances

Genesys CCPulse

Incident Management

IT Operations

Risk Management

Root Cause Analysis

SLA

System Reliability

Technical Troubleshooting

Formation

Bachelor's degree

Description du poste

# **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.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 – $125,000.00Salaries 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.