System Reliability & Support Specialist Sr (Pega)

  • PNC Financial Services Group
  • Strongsville, OH, United States
  • Jan 13, 2023

Job Description

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 System Reliability & Support Spec Sr you will work within PNC's Retail Technology organization. This can be a remote position that can sit within the PNC footprint, although it may not be available in all jurisdictions. Certain job responsibilities may require in-person, in office activities on a regular basis

The ideal candidate will have strong Pega skills coupled with Mainframe and Informatica and have a strong understanding of application support. The individual will be required to work in a team environment and will be responsible for Application Support in 24/7 environment.

The ideal candidate will have the following skills:
Software development and Support experience is required.
Must be able to own and address critical production issues
Experience in supporting application build on distributed platforms, Pega, Mainframe, Informatica, Linux, Oracle etc.
Excellent verbal and written communication skills to be able to interact with technical and business teams.
Strong interpersonal and communication skills.
Excellent time management, decision-making, problem solving, presentation, documentation skills.
Participates in Design and change reviews sessions to ensure build to manage concepts are applied to all new solutions.
Experience working with Vendor and Development, testing and business teams
Experience to work on Production support project consist of incident, demand and problem management.
Proficient in performance tuning and process automation
Having experience of UNIX Shell programing.
Top technical Skills Required:
Pega, Linux, Oracle, API Experience, Openshift
Preferred technical Skills:
ServiceNow, Mainframe Cobol, CICS, DB2, Informatica, CA7, Dynatrace, Humio

Job Description

  • Monitor, maintain and support systems and software to ensure stability and compliance to technology standards.
  • Performs maintenance, including installation of patches and upgrades with an understanding of the production environment and goal of continuous availability.
  • Incident detection, resolution and/or escalation. Conducts root cause analysis and correction resulting in prevention.
  • Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Reports out information to support stabilization.
  • Develops in depth knowledge of supported systems and applications and transfers knowledge to more junior staff.
  • Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

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.


Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Application Maintenance – Knowledge of and ability to define, implement changes to, and support a production application.

Application Programming Interfaces (API's) – Knowledge and ability to write, test, and debug application programming interfaces (APIs).

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

IT Environment – Knowledge of an organization's IT purposes, activities and standards; ability to create an effective IT environment for business operations.

IT Incident Management – Knowledge of and ability to investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of IT services.

IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Packaged Application Integration – Knowledge of and the ability to implement packaged application software and integrate it with company applications, databases and technology platforms.

Software Reliability Management – Knowledge of, and ability to develop and use, principles, methodologies and metrics that increase software product performance and reliability.

System Development Life Cycle – Knowledge of project management techniques and the ability to plan, design, develop, test, implement and maintain system development life cycle segments and phases.

Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Work Experience

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



Additional Job Description

Base Salary: Commensurate with skills & experience


PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit > New to PNC.

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at 

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

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

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