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 Lead within PNC’s Retail Tech organization. You will be based in Pittsburgh, PA or Strongsville, OH or Birmingham, AL or Dallas, TX. 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.

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

Looking for a Production Support Technical Team Lead to lead, guide and mentor a team of Support Analysts. The successful candidate will be responsible for daily Production Support functions for suite of applications. Lead Will work on and ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control and focus more on continuous improvement/automation initiatives.

Daily Responsibilities:
• Provide front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
• Solve production down situations under tight SLA deadlines.
• Root cause and problem resolution follow-up.
• Debug and fix production issues by analyzing code, complex sql queries & stored Procedures.
• As a part of L2 support team provide stand-by out of hrs support on rotational basis for production system
• Look for efficiency improvement in & productivity savings Drive & live by the culture of innovation resulting in highly efficient team and improving operational efficiency.
• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
• Communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues.
• Strong business acumen, communication, and presentation skills
  
Required Skills:
• Extensive years of relevant IT experience (SDLC- Waterfall / Agile, Production Support).
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools.
• Experience troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk.
• Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
• Ability to assess initial severity, gather impacts, creates tickets (REMEDY), engage necessary support teams, and escalate as necessary to ensure timely restoration.
• 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.
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving.
• Flexible to work for extended hours and on weekends as needed to handle high priority issues.
• Must be willing and able to express new ideas, concerns, and opinions directly to wider team in team meetings face-to-face and via remote-working tools.
• Ability to deal with complex information, processes, and relationships to derive a simple solution.
• Good ability to navigate ambiguity and quickly establish credibility.
• Excellent spoken and written English complete with clear oral communication skills.
• Experience in Change management and Incident management tools.

Technical Skills:
• Monitoring Tools – Dynatrace, Grafana, Logscale.
• Familiar with Service Now, incident management, Problem Management, Change Management
• Good understanding of Micro services architecture especially Spring Boot framework for building microservice in JAVA, Apache KAFKA messaging system,
• Experience in API development.

Desired Skills:
• Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
• Experience in using Dynatrace and other monitoring tools.
• Working experience in SDLC processes
• Exposure to Banking and financial industry

Job Description

• Creates and leads the technical design and development of software solutions.
• Proposes & designs software solutions to address complex business needs. Prepares technical and procedural documentation required.
• Facilitates complex problem resolution.
• Provides technical guidance and support to colleagues. Reviews coding, testing, and documentation of software.
• Applies modern principles, methodologies and tools to advance business initiatives and capabilities.

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 certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

Competencies

Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting

Work Experience

Roles 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.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Benefits

PNC 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; 8 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 Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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

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