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. Some travel required

Sunday-Thursday 3:00 pm-11:00 pm

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


Needed skills:

• Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitating effective incident management process discipline.
• Big picture thinking to correlate events and incident tickets within the organization as an indication of larger issue and the ability to act on and mitigate impact.
• Excellent written and verbal communication skills with an ability to communicate a technology incident to lines of business in a customer-focused business language to all levels of the organization.
• Strong customer focus and ability to act with a “Sense of Urgency” in facilitating and gaining prompt incident resolution.
• The ability to network, influence and manage across all management and organization levels as well as cultural boundaries without having direct management authority.
• Ability to provide analysis on problem trends and identify process improvement opportunities for continuous improvement.
• 8 + years’ experience in Incident Management, Problem Management or other roles where indirect leadership experience was demonstrated, is desired. Previous experience in a site reliability center (SRC) incident and/or operations management
• Banking or Financial Industries experience is a plus.

As an Senior Business Technology Manager within PNC's Technology organization, you will be based in one of our Technology Hubs where you will manage the Technology Critical Incident Managers and the first response functions on your shift. Your responsibilities include leading providing leadership and coaching to the team members who report to you, continuously improving the process and developing the team. This highly visible role, will also need to co-lead technical teams in the complex recovery of critical systems, communicating with the lines of business and executives regarding the impacts and alternative processing options. Most importantly driving process improvement. You will report to a Technology Enterprise Infrastructure Director.

Job Description

• Provides solutions for IT and business management on applying technology to strategic business opportunities, planning and implementation of cross-functional applications.
• Initiates, owns and drives the identification, evaluation and direction of solutions that are cost effective and meet complex business requirements.
• Serves as the central point of contact for business demand management, technology expenditures, client feedback & relationship management and the overall client experience with the technology organization.
• Manages the consulting services and communications to internal business groups on process improvement projects designed to support product strategies and revenue generation/cost reduction.
• Manages the analysis & elicitation of complex client requirements, and the transformation of requirements into functional/non-functional requirements.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent