[Hiring] Incident & Problem Consultant @PNC

Role Description

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 Incident & Response Consultant within PNC's SRC First Response organization, you will be based in a remote location.

This role is based on shift timings (3pm to 11pm EST) Tuesday to Saturday.

As an Incident & Problem Consultant, you will be a key member of the SRC First Response Team, responsible for leading the response to high-impact IT incidents affecting internal and external customers. This individual serves as the command-and-control lead during major incidents, coordinating technical resources, facilitating rapid issue resolution, and ensuring clear communication throughout the incident lifecycle. When not actively leading major incidents, the role focuses on proactive Event Management through monitoring alerts and escalating issues to appropriate support teams.

Key Responsibilities:

• Major Incident Management (MIM)
  • 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.
• Event Management
  • 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.

Qualifications

• Action Planning
• Change Process Management
• Continuous Improvement
• Incident Management
• Knowledge Management
• Problem Analysis
• Problem Identification
• Problem Management
• Risk Management
• Stakeholder Management

Requirements

• Analytical Thinking
• Contingency and Disaster Recovery
• Decision Making and Critical Thinking
• IT Environment
• IT Incident Management
• IT Service Management (ITSM)
• IT Standards, Procedures & Policies
• Problem Management
• Requirements Analysis
• Technical Troubleshooting

Benefits

• 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
• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 9 occasional absence days each year
• Between 15 to 25 vacation days each year, depending on career level and years of service