Position OverviewAs 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.
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.
QualificationsSuccessful 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 SkillsGenesys CCPulse, Incident Management, Information Technology Operations, Risk Management, Root Cause Analysis (RCA), Service Level Agreement (SLA), Service Levels, System Reliability, Technical Support, Troubleshooting
CompetenciesAnalytical 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 ExperienceRoles 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.
EducationBachelors
CertificationsNo Required Certification(s)
LicensesNo Required License(s)
Language Assessments
No Required or Preferred Language Assessments
Pay TransparencyBase 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 WindowGenerally, this opening is expected to be posted for two business days from 10/02/2026, although it may be longer with business discretion.
BenefitsPNC 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.
