Business Technology Mgr Sr. - Incident Management

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 Business Technology Manager Sr. within PNC’s Information Technology’s Site Reliability Engineering Center (SRC) you will work from one of PNC IT Hubs: Denver, Colorado; Phoenix, Arizona; Cleveland, Ohio; Pittsburgh, Pennsylvania; Birmingham, Alabama; or Dallas, Texas.

As a Business Technology Manager Sr. - Incident Management, you will manage the Technology Critical Incident Managers. Your responsibilities include leading providing leadership and coaching to the team members who report to you, continuously improving the process and developing the team. This highly visible role, will also need to co-lead technical teams in the complex recovery of critical systems, communicating with the lines of business and executives regarding the impacts and alternative processing options. Most importantly driving process improvement.

Your hours are weekdays, primarily 8-5 with flexibility in the start time. You will be directly responsible for team members who participate in an on call rotation; requiring you to provide support for them in those off hours as needed by the critical of the situation.

There will be a large amount of variability in your work day. You will work in a very fast pat environment as it is driven by operational events 24X7. You may go from managing a critical operational incident, to a process improvement meeting you are leading or participant of, to working with risk, audit or technology executives on lessons learned to some problem management activities all one day.

In your role, you will draw upon your ability to lead others, make decisive decisions, and assist in problem solving, collaborating with service partners and speaking effectively directly to the top 10 executives of Technology and PNC., * Provides solutions for IT and business management on applying technology to strategic business opportunities, planning and implementation of cross-functional applications.

• Initiates, owns and drives the identification, evaluation and direction of solutions that are cost effective and meet complex business requirements.
• Serves as the central point of contact for business demand management, technology expenditures, client feedback & relationship management and the overall client experience with the technology organization.
• Manages the consulting services and communications to internal business groups on process improvement projects designed to support product strategies and revenue generation/cost reduction.
• Manages the analysis & elicitation of complex client requirements, and the transformation of requirements into functional/non-functional requirements.

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.

• BS in Business or Technology or related degree and 8+ years of related incident management experience plus 5 years of exp as a manager in an IT Service Management discipline.
• Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, assess business impact with Line of Business partners and lead multi-team daily shift turnover.
• Big picture thinking to correlate events and incident tickets within the organization as an indication of larger issue and the ability to act on and mitigate impact.
• Excellent written and verbal communication skills with an ability to communicate a technology incident to lines of business in a customer-focused business language to all levels of the organization.
• Strong customer focus and ability to act with a “Sense of Urgency” in facilitating and gaining prompt incident resolution.
• Advanced level of understanding of business services, business systems and industry best practices.
• The ability to network, influence and manage across all management and organization levels as well as cultural boundaries without having direct management authority., Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, IT Incident Management, Process Improvements, Release Management, Site Reliability Engineering, Software Solutions, User Experience (UX) Design

Competencies

Budgeting, Business Acumen, Consulting, Influencing, IT Project Planning and Organization, Product and Vendor Evaluation, Relationship Management, Requirements Analysis

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

PNC offers 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; 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.

In addition, PNC generally provides the following paid time off, depending on your 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work.

Being a great place to work means we are making a lasting difference for everyone we serve. Check out the top reasons to join PNC.

PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page (https://careers.pnc.com/global/en/total-rewards) .