Job description

Job Profile

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.

The Site Reliability Center (SRC) was established to bring strong alignment between development and operations to drive continual improvement in our operating environment. The SRC enables a 24x7 support model that integrates all infrastructure and application teams to:

• Identify and permanently resolve events through Event Management
• Identify and implement automation
• Improve stability post-release
• Drive efficiencies and performance
• Enable change and release management
• Facilitate capacity management
• Engineer reliability into the environment

As an SRC Lead within PNC’s Enterprise Technology and Security Organization, you will be responsible for supporting the SRC to manage SRC shift operations, drive continuous performance improvement, and coordinate technology reliability efforts. Additionally, you will be expected to dive in on operational aspects to apply technical expertise to drive to permanent resolutions.

This position is primarily based in a location within PNC's footprint. Preferred locations are listed in this requisition. Responsibilities require time in the office or in a field on a regular basis. Some responsibilities can be performed remotely. Additional locations may be considered.

Key qualifications:
1. Experienced leader of large technical groups operating in a 24x7 environment
2. Builder, developer, and leader of high performing teams operating in a high-pressure, dynamic environment
3. Able and eager to teach/mentor resources at all levels to develop technical skills, management/supervisory abilities and continuous improvement mindsets with the goal of enhancing SRE resiliency
4. Insatiable curiosity to know how technologies work and how those technologies interface in complex, large scale environments
5. Possesses a breadth and depth of technical and management knowledge
6. Appreciation for the strength of defined, repeatable processes and metrics-based management
7. “Continuous improvement” mindset, always looking for opportunities to streamline, routinize, or automate
8. Self-starter and goal-oriented
9. Excellent verbal and written/typed communicator
10. Candidates must have ability working knowledge across the following areas:

• Server: Administration and troubleshooting in Linux and Windows as well as patching and basic scripting skills (Powershell, Bash)
• Converged Solutions: Experience in VCE/UCP, platform and network connectivity, and patching
• Storage: CIFS/NFS, Linux and Windows scripting, DPA reporting, Avamar and Data Domain administration, and solid understanding of Windows and Linux environments
• Middleware: Linux, Windows, WebSphere, Apache, IIS; familiarity with WebLogic and Tomcat
• Mainframes: JCL, CICS SYSPLEX
• Networking: Strong understanding of the network protocols and OSI Model, as well as Network+ Certification
• Workflow and Knowledge Management: ServiceNow
• Tools: TrueSight, Jira, and Confluence
• Process: Skilled and knowledgeable in ITSM

Job Profile:

• Shift Management: Direct SRC shift activities, drives continuous performance improvement, and coordinate technology reliability efforts
• Communication: Work with SRC leadership and SRC Lead peers to develop and deliver information and insights to the shift in support of bank and SRC priorities
• Escalation: Escalation of issues based on impact and urgency to appropriate management and product teams
• Customer and Business Impacting Incident Response Coordination: Coordinate SRC resources to support actions to address critical incidents
• Metrics and Reporting: Consume, analyze, and synthesize metrics and reporting to develop insights into shift performance
• Queue Management: Monitor status of all Incident and Event queues
• Event Response Coordination: Coordinate and direct SRC resources and activities to provide support for active and emergent Events
• Automation / Toil Reduction: Support role for surfacing, vetting, and promoting automation opportunities to reduce Incident and Event volumes and response times
• Knowledge: Support the creation / update of knowledge articles
• Tool Enhancements: Identify and support the prioritization of tool related enhancements to support the goals and objectives of the SRC

Job Description

Oversees the research, discovery, collection and interpretation of client requirements in business and/or technical processes and approaches.
Supervises business analysts in the collation and articulation of business and/or IT requirements.
Liaises with stakeholders on the establishment of business and/or IT project expectations and priorities to support business processes.
Consults on business cases, referring to the project's scope, objectives, budget, schedule and risk assessment while considering how these aspects integrate with other business and/or IT operations.
Oversees business and/or IT project metrics and processes to ensure that all client requirements are fully met.

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 in PNC, you will be expected to:
Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
Live the Values - Role models our values with transparency and courage.
Enable Change - Takes action to drive change and innovation that will transform our business.
Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customer.

Competencies

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Business Process Design – Knowledge of business process design techniques that encourage a critical, fresh look at key processes and focus on optimizing organizational performance; ability to apply this knowledge appropriately to diverse situations.

IT: a Business Within a Business – Knowledge of IT practices and business approaches, and ability to manage the IT function in a viable and sustainable business manner.

Modeling: Data, Process, Events, Objects – Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among data, processes or events.

Project Management – Ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.

Requirements Analysis – Knowledge of methods and techniques to elicit, analyze and record required business functionality and non-functionality requirements; ability to analyze these requirements to ensure the success of a system or software development project.

Software Product Business Knowledge – Knowledge of and experience with the business aspects and operation of a software product; knowledge of the install base, current uses, future plans, and product vision.

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Base Salary: Commensurate with skills and experience.

Benefits
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):
PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

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