PNC - Phoenix, AZ
posted about 1 month ago
Full-time - Mid Level
Phoenix, AZ
Credit Intermediation and Related Activities
About the position
The Enterprise Infra Manager - Network Operations Manager at PNC is responsible for providing management-level network support and technical leadership within the Site Reliability Center. This role involves overseeing incident resolution, team performance, and proactive network monitoring in a 24/7 enterprise production environment. The manager will lead a team, drive root cause analysis, and ensure a consistent client experience while fostering an inclusive workplace culture.
Responsibilities
- Provide management-level network support and technical leadership in a 24/7 enterprise production environment.
- Function as a management escalation point and lead staff in incident resolution.
- Oversee proactive network monitoring and knowledge documentation.
- Drive root cause analysis on assigned Problem tasks.
- Lead shift staff meetings and provide initial staff escalations.
- Measure team and staff performance against KPIs and provide feedback for continuous improvement.
- Ensure expedient incident resolution and a consistent client experience through organized processes.
- Collaborate with peers to drive issue resolution and knowledge sharing.
Requirements
- Solid understanding of the OSI model and several years of network support experience at layer 1 through 3.
- Strong leadership skills to lead technical situation calls and drive to root cause.
- Excellent customer service, peer leadership, documentation, and network troubleshooting skills.
- Strong communication skills for incident resolution and client updates.
- Strong documentation skills for knowledge creation and ticket escalation.
- Ability to assess the environment and take self-directed action.
Nice-to-haves
- Information Security
- IT Architecture
- Network Administration
- Network Support
- Software Testing
- System Administration
Benefits
- Medical/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
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance
- Robust wellness program with financial incentives
- Maternity and/or parental leave
- Paid holidays
- Occasional absence days
- Vacation days based on career level and years of service
