What are the responsibilities and job description for the Enterprise Infra Manager - Network Operations Manager position at PNC Financial Services Group?
Job Description
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. As a(n) [position title] within PNC's [name of division] organization, you will be based in [city / state location of position].
Job Profile
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.
As a Enterprise Infrastructure Manager within PNC’s Site Reliability Center (SRC), you will be based in Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Phoenix, AZ The position is primarily based in a PNC location. Responsibilities require weekly time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.
On call rotation and some travel may be needed
POSITION OVERVIEW :
As an Enterprise Infra Manager in the Site Reliability Center, you will provide management level network support, technical situation leadership, and diagnostic expertise in a 24-by-7 enterprise production environment. You will function as both a management escalation point and with staff leadership responsibilities. You are the management escalation within network operations team along with another peer manager.
Your focus primarily on employee and system incident resolution and taking escalations from the team. You will be responsible for proactive network monitoring, knowledge documentation oversight and helping to drive root cause on Problem tasks assigned to our team.
JOB DUTIES REQUIRED FOR THIS POSITION :
The candidate that fills this role will have excellent customer service, peer leadership, documentation, and network troubleshooting skills. Most issue should be resolved with first contact resolution. You must possess a solid understanding of the OSI model and have several years of network support experience at layer 1 through 3.
- tStrong leadership skills with the ability to help lead technical situation calls and ensure that team is driving to root cause.
- tMust be organized and able to create and follow process to ensure expedient incident resolution and a consistent client experience.
- tSelf-directed with the ability to assess the environment and take action.
- tStrong communication skills with the ability to drive incident resolution and provide timely client updates.
- tStrong documentation skills required for both knowledge creation and proper ticket escalation.
- tStrong collaboration skills required to work with others to drive issue resolution and to provide knowledge sharing with peers.
- tStrong Troubleshooting and problem-solving skills, of highly complex issues and solutions.
- tLead shift staff meetings and provide initial staff escalations.
- tMeasures team and staff performance again KPIs.
- tProvides feedback, collaborates, and drives improvements through blameless culture focused continuous improvement.
- tInnovative, proactive, and process-oriented mindset that is focused on generating ideas and executing initiatives to drive team efficiencies.
TECHNICAL / KNOWLEDGE REQUIREMENTS :
Job Description
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be :
PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to :
Qualifications
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 Information Security, IT Architecture, Network Administration, Network Support, Software Testing, System Administration
Competencies Hardware Infrastructure, Information Security Technologies, IT Architecture, IT Environment, IT Industry : Trends & Directions, IT Service Management (ITSM), IT Standards, Procedures & Policies, IT Systems Management, System and Technology Integration
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
Certifications No Required Certification(s)
Licenses No Required License(s)
Benefits
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; 8 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 Your PNC Total Rewards.
Disability Accommodations Statement
If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. 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 877-968-7762 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.
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
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.
