Note: The job is a remote job and is open to candidates in USA. PNC Bank NA is hiring an Incident & Problem Consultant for its SRC First Response organization. The role leads responses to high-impact IT incidents and manages event monitoring, alert escalation, incident recovery, root-cause analysis, and status reporting.
Responsibilities
- Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team
- Triage incoming IT issues and determine severity and appropriate response actions
- Open and manage major incident bridge calls
- Lead and facilitate cross‑functional technical teams to drive rapid issue resolution
- Maintain a strong command-and-control presence, ensuring focus, accountability, and timely decision‑making
- Coordinate and communicate status updates clearly and effectively throughout the incident
- Manage incidents impacting critical systems, such as online banking, mobile banking, enterprise applications, and infrastructure supporting internal or external customers
- Monitor dashboards and alerting systems for alarms and events requiring attention
- Assess and prioritize alerts to determine required action
- Escalate concerning alerts via Microsoft Teams to appropriate technical support teams to ensure timely response
- Identify events that may escalate into major incidents and initiate the Major Incident Management process as needed
- Develops, implements and manages the incident and problem management program, staff and operations
- Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing
- Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery
- Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner
- Monitors and improves documentation and reporting processes for incident status and results
Skills
- Action Planning
- Change Process Management
- Continuous Improvement
- Incident Management
- Knowledge Management
- Problem Analysis
- Problem Identification
- Problem Management
- Risk Management
- Stakeholder Management
- Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
- Bachelors
Benefits
- Incentive eligible, with payment based upon company, business and/or individual performance.
- Depending on 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.
- Depending on eligibility, maternity and/or parental leave.
- Up to 11 paid holidays each year.
- 9 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.
- This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.
Company Overview