System Reliability & Support Lead - (Performance Monitoring/MS-SQL/ENDEVOR/.Net/C#) (Remote)

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. This is a remote position that can sit within the PNC footprint, although it may not be available in all jurisdictions. Certain job responsibilities may require in-person, in office activities on a regular basis.

The chosen candidate will provide development and support for a portfolio of Corporate & Institutional Banking applications primarily focused on the following:• Agency Finance / Real Estate Banking
o Includes COTS (Commercial off the Shelf software) named "CLOSER" made available via SaaS. This software is relatively new and consolidates PNC Real Estate's underwriting functions onto a single platform
o Agency Finance Reporting System - Sends/receives data to/from multiple applications and provides reporting and ETL processing. Windows and SQL
o A financial mapping application that assists the Asset Management team with automated processing of borrowers' financial statements for the Multifamily Agency Finance business. - Windows, IIS, SQL
o A few other ancillary applications and applications that will soon be sunset.
The candidate will focus on various activities including those listed below:• Development Activities
o Work with various business units on system enhancements, maintenance activities, and production issues.• Incident Response
o Improve MTTR (Mean Time to Repair) to increase application availability and performance through permanent resolution, first level response and automation.• Architectural Compliance
o Coordinate efforts to maintain and upgrade software/hardware to meet architecture standards, patching activities and server replacements. Work with team to automate server builds, software installation to reduce delivery times.• Application Availability
o Reduce downtime via permanent incident resolution; automation of repeated manual tasks; technology upgrades.• Application Performance
o Proactively identify and resolve system performance issues (page loads, latency, long-running queries/processes, service failures, etc.).• Application Monitoring
o Establish/Enhance application monitoring and actionable alerting to identify (and resolve) issues before our customers.• Other Functions that the candidate could be involved with (not a comprehensive list)
o Audit requests
o Certificate renewals
o Security Reviews
o Performance Reviews
o Assist with other C&IB and PNC functions as needed
A combination of following technical skills are preferred:• Windows Server • MS-SQL Database• Microsoft T-SQL• IIS• Mainframe (ENDEVOR CA7)• Connect:Direct• Azure DevOps• Source Control (Team Foundation Server GIT)• uDeploy• C# .Net• Scripting Languages: Unix Scripts / C-Shell, Powershell, batch scripts, etc.• Experience with monitoring tools - Dynatrace (DCRUM/APPMON), Truesight• Task Management• Project Planning
The candidate should also have the following soft-skills:• Ability to establish direction and lead efforts to completion whether individually or as part of a team• Engage well with service partners and peers• Taking the lead to complete assigned initiatives• Collaborate with other software engineers to improve knowledge and skills• Willingness to collaborate and share knowledge with other team members• Self-driven to learn new skills and technologies• Presentation skills• Ability to identify and map manual processes to automation tools• Identify and act on performance/process improvements

Job Description

• Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards.
• Performs maintenance, including installation of patches and upgrades. Coordinates with delivery teams to ensure changes are implemented in order to maintain a stable production environment.
• Incident detection, resolution and/or escalation. Analyze and identify root cause of incidents. Gathers information and reports out on design, reliability, maintenance problems and bugs.
• Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Implements methods, techniques and evaluation criteria for monitoring software reliability and resolving incidents.
• Educates and coaches more junior staff to ensures in depth knowledge of supported systems and applications.
• Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

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.

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.

Application Maintenance - Knowledge of and ability to define, implement changes to, and support a production application.

Application Programming Interfaces (API's) - Knowledge and ability to write, test, and debug application programming interfaces (APIs).

Decision Making and Critical Thinking - Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

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

IT Incident Management - Knowledge of and ability to investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of IT services.

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.

Packaged Application Integration - Knowledge of and the ability to implement packaged application software and integrate it with company applications, databases and technology platforms.

Problem Management - Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.

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 Reliability Management - Knowledge of, and ability to develop and use, principles, methodologies and metrics that increase software product performance and reliability.

System Development Life Cycle - Knowledge of project management techniques and the ability to plan, design, develop, test, implement and maintain system development life cycle segments and phases.

Technical Troubleshooting - Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

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 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 [email protected].

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

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