System Reliability & Support Lead – Application Support

PNC

. Lead and participate in monitoring, maintenance, support, and modernization of systems and software .

Posted 10/2/2026full-timeUnited StatesSenior💰 $75,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Technical Support, Incident Management, and System Reliability, with a strong focus on troubleshooting and root cause analysis. Capable of leading application governance and ensuring compliance with technology standards while mentoring junior staff.

Highest-signal resume keywords

Technical SupportIncident ManagementRoot Cause Analysis (RCA)System ReliabilityIT Service Management (ITSM)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingApplication MaintenanceService Level Agreement (SLA)Software Reliability ManagementRequirements AnalysisAnalytical ThinkingDecision MakingTechnical TroubleshootingPackaged Application IntegrationSystem Development Life Cycle

Soft Skills

Critical ThinkingCoachingCustomer-Focused Practices

Tools & Technologies

Genesys CCPulseIT Standards, Procedures & Policies

Industry Keywords

Information Technology OperationsRisk ManagementProblem ManagementIT Environment

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead and participate in monitoring, maintenance, support, and modernization of systems and software
Ensure system stability and compliance with technology standards
Perform maintenance, including installation of patches and upgrades
Coordinate with delivery teams to implement changes and maintain a stable production environment
Detect, resolve, and escalate incidents
Analyze incidents and identify root causes
Gather information and report on design, reliability, maintenance problems, and bugs
Monitor system availability, performance, and capacity against baseline metrics
Report system trends
Implement methods, techniques, and evaluation criteria for monitoring software reliability and resolving incidents
Educate and coach junior staff on supported systems and applications
Lead application governance, including attestations, continuity testing, impact analysis, audit/regulatory inquiries, and compliance with technology standards
Apply customer-focused practices and manage risks under PNC's Enterprise Risk Management Framework

Requirements

What you’ll need

Prior experience in Technical Support
University/college degree typically required for roles at this level, with 3+ years of relevant/direct industry experience
Bachelor's degree listed under Education
Comparable combination of education, job-specific certification(s), and experience, including military service, may be considered in lieu of a degree
Knowledge of Genesys CCPulse
Incident Management
Information Technology Operations
Risk Management
Root Cause Analysis (RCA)
Service Level Agreement (SLA) and service levels
System Reliability
Technical Support
Troubleshooting
Analytical Thinking
Application Maintenance
Application Programming Interfaces (APIs)
Decision Making and Critical Thinking
IT Environment
IT Incident Management
IT Service Management (ITSM)
IT Standards, Procedures & Policies
Packaged Application Integration
Problem Management
Requirements Analysis
Software Reliability Management
System Development Life Cycle
Technical Troubleshooting
No required certifications or licenses
No required or preferred language assessments
Must be based in one of the specified office locations
Weekly time in the office is needed
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position

Benefits

Comp & perks

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
Robust wellness program with financial incentives
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
Inclusive and accessible workplace
Reasonable disability accommodations