Enterprise Infrastructure Manager-Site Reliability

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. As an Enterprise Infrastructure Manager for the Site Reliability Center Observability within PNC’s Enterprise Technology & Security organization, you will be based within one of PNC’s Technology and Innovation hub office locations (Pittsburgh, PA, Phoenix, AZ, Birmingham, AL, Cleveland, OH).
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 with primary focus on the Network Infrastructure 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 the SRC Platform Manager - Network within PNC’s Enterprise Technology and Security Organization, SRC Response team you will be responsible for directing the Network teams activities, driving continuous performance improvement, and coordinating technology reliability efforts.
Key qualifications:
1. Experienced leader of large technical groups operating in a 24x7 environment with experience managing large Network environments supporting applications, with emphasis on Network products / tools
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 SRC 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 working knowledge across technology support areas, examples are:
 Server: Administration and troubleshooting in Linux and Windows as well as patching and basic scripting skills (PowerShell, Bash)
 Converged Solutions: Experience in VCE/UCP (including VMWare versions 6 and above), platform and network connectivity, and patching – understanding of current threat analysis and remediation trends, alongside Powershell and Linux scripting skills
 Storage: CIFS/NFS, Linux and Windows scripting, DPA reporting, Avamar and Data Domain administration, and solid understanding of Windows and Linux environments
 Database: Oracle,SQL,Mongo
 Middleware: Linux, Windows, WebSphere, Apache, IIS, 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
 Collaboration Tools: TrueSight, Big Panda, Jira, and Confluence
 Process: Skilled and knowledgeable in ITSM; proficiency in operations analytics methodologies to drive performance improvement (e.g., Lean)
JOB PROFILE:
• Shift Management: Manages Leads that have SRC shift activities that, drive continuous performance improvement, and coordinate technology reliability efforts; manage day to day technology related proactive event management and reactive incident response efforts within the SRC; oversee adoption of tools and SRC processes, providing real-time coaching to drive improvements as the team transitions into the Site Reliability mindset
• Communications: 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; ensure adequate communication during shift turnover and coordinated communication during day-to-day SRC activities; actively engage in the SRC ChatOps channels
• Escalations: Escalate 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
• Staff Scheduling: Manage resource schedules to ensure appropriate coverage (depth and breadth of required expertise) for the shift; review SRC roster for active SRC participants during shift; coordinate vacation and holiday schedules as appropriate
• Administration: Support SRC Leadership to help defines strategic direction for SRC, develops implementation plans, and communicates to staff; support staff administrative tasks including career development planning, training plans, goal setting and performance reviews, and staffing plans (sourcing, hiring, contractor conversions, etc.)
• Metrics and Reporting: Consume, analyze, and synthesize metrics and reporting to develop insights into shift performance; develop continuous improvement plans to address identified gaps and opportunities
• Queue Management: Monitor status of all Incident and Event queues and maintains awareness of active Problems to ensure correlation, coordination, and coverage across product teams and SRC participants; active management of resource levels and workloads to meet demand and manage against Service Level Objectives and priorities; analyze of queues and performance data to identify trends and anticipate downstream impact
• Event Response Coordination: Coordinate and direct SRC resources and activities to provide support for active and emergent Events; coordinate ‘eyes on glass’ coverage by SRC resources to deliver proactive monitoring; oversee analysis of Incident/Event queues and proactive monitoring data to identify potential correlations; drive to permanent resolutions
• Automation / Toil Reduction: Point person for surfacing, vetting, and promoting automation opportunities to reduce Incident and Event volumes and response times; coordinate and support execution of automation efforts
• Knowledge: Direct and 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
• Organizational Change Management: Drive change management actions within the team to foster adoption and engagement within the SRC
• Continuous Learning: Ongoing facilitation of continuous learning across the SRC team
• Alignment with Engineering: Work closely with Engineering on advanced break-fix, new, enhanced products and services to ensure that the team can seamlessly manage ongoing operational support.

Job Description

• Delivers products/services in alignment with business needs and objectives. Responsible for multiple teams or departments within the Enterprise Infrastructure function.
• Contributes to infrastructure planning, development strategies/initiatives and product lifecycle/service orientation; determines current and future enterprise infrastructure needs. Oversees portfolio/program/project management responsibilities. Directs financial management and risk management capabilities.
• Contributes to stable and secure environment, incident management, product health/patching, and the asset management lifecycle. May communicate with vendors, suppliers and executive management to ensure availability of infrastructure technologies and support.
• Implements best practices for technology architecture and management.
• Directs, motivates, develops and oversees the performance of the management team and key staff.

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 customers.

Competencies

Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.

Information Security Technologies – Knowledge of technologies and technology-based solutions dealing with information security issues.

IT Architecture – Knowledge of and ability to design and improve organizational IT structures and blueprints in order to better support business operations and efficiently achieve organizational objectives.

IT Environment – Knowledge of an organization's IT purposes, activities and standards; ability to create an effective IT environment for business operations.

IT Industry: Trends & Directions – Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).

IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

IT Systems Management – Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance.

System and Technology Integration – Knowledge of the features and facilities of systems, and the ability to integrate and communicate among applications, databases and technology platforms.

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Benefits

Disability Accommodations Statement:

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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.

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