Incident & Problem Consultant SRC First Response

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 companys success. As an Incident & Response Consultant within PNCs SRC First Response organization you will be based in Phoenix AZ Strongsville OH or Pittsburgh PA.

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

As an Incident & Problem Consultant is a key member of the SRC First Response Team responsible for leading the response to highimpact 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 highimpact 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 crossfunctional technical teams to drive rapid issue resolution.
- Maintain a strong command-and-control presence ensuring focus accountability and timely decisionmaking.
- 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.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• Develops implements and manages the incident and problem management program staff and operations.
• Reviews and oversees incident requests priorities escalation and resolution activities. Leads complex problem identification evaluation analysis and resolution producing.
• Coordinates with others on strategies to improve change management process effectiveness and build action plans for incident recovery.
• Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner.
• Monitors and improves documentation and reporting processes for incident status and results.

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 PNCs Enterprise Risk Management Framework.

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.

Change Management Debugging Process Improvements Relationship Building Root Cause Analysis (RCA) Trend Analysis

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

Roles at this level typically require a university / college degree with 3 years of relevant / direct industry experience. Certifications are often lieu of a degree a comparable combination of education job specific certification(s) and experience (including military service) may be considered.

Bachelors

No Required Certification(s)

No Required License(s)

No Required or Preferred Language Assessments

Base Salary: $75000.00 $150000.00

Salaries may vary based on geographic location market data and on individual skills experience and education. This role is incentive eligible with the payment based upon company business and/or individual performance.

Generally this opening is expected to be posted for two business days from 09/01/2026 although it may be longer with business discretion.

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.

If an accommodation is required to participate in the application process please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name the job ID and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say Workday for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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.

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 the requirements of Section 19 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.

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.