PNC - Pittsburgh, PA
posted 19 days ago
Full-time - Mid Level
Pittsburgh, PA
Credit Intermediation and Related Activities
About the position
As an Enterprise Infrastructure Manager at PNC's Site Reliability Center, you will oversee network support and technical leadership in a 24/7 production environment. This role involves managing incident resolution, leading a team, and ensuring effective communication and documentation. You will be responsible for proactive network monitoring and driving root cause analysis for incidents, while fostering an inclusive workplace culture.
Responsibilities
- Provide management level network support and technical situation leadership in a 24/7 environment.
- Function as a management escalation point within the network operations team.
- Focus on employee and system incident resolution, taking escalations from the team.
- Ensure expedient incident resolution and a consistent client experience through organized processes.
- Drive incident resolution and provide timely client updates with strong communication skills.
- Lead shift staff meetings and provide initial staff escalations.
- Measure team and staff performance against KPIs and provide feedback for continuous improvement.
- Collaborate with peers to drive issue resolution and knowledge sharing.
Requirements
- 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.
- Solid understanding of the OSI model and network protocols such as TCP/IP.
- Strong troubleshooting and problem-solving skills for complex issues.
- Experience with Cisco routers and switches, including configuration and troubleshooting.
- Knowledge of EIGRP, OSPF, BGP, MPLS, and IP SEC VPNs.
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
- Paid maternity and/or parental leave
- Up to 11 paid holidays each year
- 8 occasional absence days each year
- 15 to 25 vacation days each year depending on career level and years of service
