Incident & Problem Consultant

Position OverviewThe Incident & Problem Consultant serves as a key member of the First Response Team at PNC’s Sight Reliability Center Organization. The role involves leading critical incident response for high‑impact IT incidents affecting internal and external customers, coordinating technical resources, facilitating rapid issue resolution, and ensuring clear communication throughout the incident lifecycle. The position may be eligible for remote work in selected locations (Phoenix, AZ; Strongsville, OH; Pittsburgh, PA) subject to approval, with an on‑site presence as business needs require. The schedule is a Twilight Shift (Sunday through Thursday, 3:00pm to 11:30pm ET). Key Responsibilities Major Incident Management (MIM) Act as the primary incident lead for high‑impact IT incidents. Triage incoming issues and determine severity and 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 throughout the incident lifecycle. Manage incidents impacting critical systems such as online banking, mobile banking, enterprise applications, and supporting infrastructure. 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. Identify events that may evolve into major incidents and initiate the MIM process as needed. Develop, implement, and manage the incident and problem management program, staff, and operations. Review and oversee incident requests, priorities, escalation, and resolution activities. Lead complex problem identification, evaluation, analysis, and resolution. Coordinate strategies to improve change management and process effectiveness, and build action plans for incident recovery. Develop and implement incident action plans; ensure timely delivery of solutions. Ensure root cause and trend analysis is conducted and provide timely reports. Monitor and improve documentation and reporting processes for incident status and results. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for this role. Preferred Skills Change Management Debugging Event Management ITIL Institutional Finance IT Change Management Process Improvements Relationship Building Root Cause Analysis (RCA) Trend Analysis Competencies 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 Work Experience: Roles at this level typically require a university/college degree with 3+ years of relevant or 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. Education: Bachelor’s degree. Certifications: None required; certifications are often desired. Pay Transparency Base Salary: $55,000.00 – $142,350.00 (may vary based on geographic location, market data and individual skills, experience, and education). This role is incentive eligible with payment based upon company, business and/or individual performance. Benefits Medical and prescription drug coverage (with 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 Backup child/elder care Adoption, surrogacy, and doula reimbursement Educational assistance, including select programs fully paid Robust wellness program with financial incentives Maternity and/or parental leave Up to 11 paid holidays each year Up to 9 occasional absence days each year (unless otherwise required by law) 15 to 25 vacation days each year, depending on career level and years of service Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. Include “accommodation request” in the subject line, your name, the job ID, and your preferred method of contact. Emails not related to accommodation requests will not receive responses. Applicants may also call View phone number on click.appcast.io and say “Workday” for accommodation assistance. All information provided will be kept confidential and used only as required to provide needed reasonable accommodations. 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. This position is subject to Section19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. 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