System Reliability & Support Specialist, Senior-Site Reliability

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, Senior within PNC's SRC-Application Support organization, you will be based in one of our Technology hub locations (Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Denver, CO, Dallas, TX, or Phoenix, AZ). Weekly time in the office is required.

Candidates should demonstrate hands-on experience or exposure in at least one of the following areas: - Application Support - Unix/Linux fundamentals - Basic database experience (SQL queries, data validation) - Application development fundamentals Exposure to multiple areas is preferred but not required. ________________________________________ Technical Skills & Expertise Core Technologies (Foundational Knowledge) Familiarity or basic working knowledge of: - Programming/Runtime: Java (debugging basics, log interpretation) - Databases: Oracle or MongoDB (simple queries, data checks) - Streaming/Event Platforms: Kafka (basic concepts) - Caching/Data Stores: Redis or similar (conceptual understanding) - Operating Systems: Linux/Unix (basic commands, navigation) - Container Platforms: OpenShift (OCP) - introductory understanding ________________________________________ Observability & Troubleshooting Tooling - Exposure to one or more of the following tools: o Dynatrace o BigPanda o ElasticSearch o Grafana Expected to: - Monitor dashboards and alerts - Gather basic diagnostic data - Assist in identifying potential issues ________________________________________ Problem Solving & Analytical Thinking - Demonstrates developing troubleshooting skills - Able to follow known patterns and runbooks to resolve common issues - Escalates issues appropriately when outside of knowledge or experience - Begins to understand the importance of root cause analysis and recurring issue prevention ________________________________________ Systems Awareness - Basic understanding of how application components interact (app, database, infrastructure) - Able to troubleshoot within a defined scope or component - Builds awareness of system dependencies over time ________________________________________ Communication Skills - Communicates clearly within the team on issues and progress - Documents work and troubleshooting steps with guidance - Learns to explain technical issues in simple terms when needed ________________________________________

Role Overview The Technical Support Engineer is an early-career individual contributor responsible for supporting enterprise applications and assisting in troubleshooting issues. This role focuses on developing technical depth, gaining experience across systems, and contributing to incident resolution and operational stability. ________________________________________ Core

Responsibilities - Provide first-level and intermediate technical support for enterprise applications - Investigate and troubleshoot application issues with guidance from senior team members - Participate in incident response and assist with triage and resolution activities - Follow established procedures for issue resolution, escalation, and communication - Document issues, troubleshooting steps, and resolutions for knowledge sharing - Support ongoing operational tasks, including monitoring and environment checks - Participate in the team on-call rotation as required

- Monitor, maintain and support systems and software to ensure stability and compliance to technology standards. - Performs maintenance, including installation of patches and upgrades 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.

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

Competencies Analytical Thinking, Application Maintenance, Application Programming Interfaces (API's), Decision Making and Critical Thinking, IT Environment, IT Incident Management, IT Service Management (ITSM), IT Standards, Procedures & Policies, Packaged Application Integration, Software Reliability Management, 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.