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 Software Engineer Principal within PNC's Technology organization, you will be based in Pittsburgh, PA or Dallas, TX..

Application Support Lead – L2/L3 Production Support
Role Summary
The Application Support Lead is a customer focused L2/L3 support role responsible for ensuring the availability, stability, and performance of PNC’s critical applications. This role partners with business stakeholders, development teams, infrastructure teams, and vendors to resolve incidents, drive process improvements, and deliver reliable production support. Customer satisfaction and operational excellence are top priorities.

Key Responsibilities
Production Support & Incident Management
• Provide L2/L3 production support for business critical applications in a fast paced environment.
• Troubleshoot daily issues related to file transmissions, batch job failures, reporting errors, data inconsistencies, and process failures.
• Analyze application logs and runtime behavior to identify root causes of defects, bugs, and performance issues.
• Communicate incident status, impact, and resolution timelines to Line of Business stakeholders.
• Manage incidents to resolution while meeting SLA and compliance requirements.
• Coordinate with Change, Infrastructure, Network, and Firewall teams to eliminate recurring production issues.

Application & Code Analysis
• Review Java application code to identify defects, performance bottlenecks, and required enhancements.
• Share technical findings and recommendations with the Application Technical Lead and team.
• Analyze functional and data requirements and translate them into technical solutions.
• Perform impact analysis for software upgrades, infrastructure changes, and network/firewall updates.

Batch Processing & Scheduling
• Configure, monitor, and automate batch jobs and cron schedules.
• Support and troubleshoot job schedulers including Cron, CA7, and Control M.
• Coordinate with infrastructure teams to ensure optimal server utilization and job execution.

Automation & Process Improvement
• Identify and track process improvement initiatives using RTB Jira boards.
• Develop automation solutions using Unix based shell, Java, and Python to:
o Monitor files and processes
o Create early warning alerts
o Automate recurring operational tasks
• Design and implement monitoring and alerting aligned with PNC standards to improve application resiliency and availability.

Change, Release & Environment Support
• Implement and validate production changes including:
o Change Requests, Break fixes, Hot fixes, and Weekly releases
o SSO implementations
o Security vulnerability remediation
o Vendor deployments
o OS and database patching

• Perform testing in lower environments and deploy changes to higher environments using GitHub, uDeploy, Artifactory, and CI/CD pipelines.
• Participate in scheduled operational activities:
o Annual Disaster Recovery / Business Continuity events
o Monthly OS patching and validations
o Weekly, month end, and year end processing
o Firewall certification reviews

Vendor & Stakeholder Collaboration
• Coordinate with vendors to implement application specific patches and validate deployments.
• Act as a liaison between business users, product owners, development teams, and infrastructure partners.
• Onboard applications into SRC and guide partner teams through onboarding processes.

Leadership & Documentation
• Mentor and support on site and offshore team members.
• Assist with onboarding and knowledge transfer for new team members.
• Document technical details, procedures, incident resolutions, and best practices for future reference.

Required Skills & Experience
Technical Skills
• Strong experience in L2/L3 production support environments.
• Solid Java fundamentals with ability to read logs, analyze stack traces, and debug issues.
• Proficiency in Linux/Unix and shell scripting.
• Strong experience with Oracle databases (SQL, stored procedures, performance tuning).
• Experience with job schedulers (Cron, CA7, Control M).
• Hands on experience with monitoring tools (Dynatrace, Grafana, Elastic Se