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 Specialist Sr within PNC's Technology organization, you will be based in Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Dallas, TX or Home location in Texas. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion. This position may not be available in all geographic locations.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Experience in the below area preferred:

• Genesys Cloud
• IVR
• Microservices
• API’s
• Verint
• NICE
• Call Recording
• Telephony

The positions does require occasional on call responsibilities.

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 certificate management (add/change/remove), and vulnerability remediation. With an understanding of the production environment and goal of continuous availability.
• Incident detection, resolution and/or escalation. Conducts root cause analysis and correction resulting in prevention.
• Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Reports out information to support stabilization.
• Develops in depth knowledge of supported systems and applications and transfers knowledge to more junior staff.
• Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.
• Coordinates with delivery teams to ensure changes are implemented in order to maintain a stable production environment. As part of the L2 support team, participate in off hrs on call support on a rotational basis for production systems.
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Apply automation and scripting to assist in proactive incident detection and management (self healing).
• Collaborate and communicate with all lines of business and management the overall status and health of the application, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues.
• Experience leading various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools.

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