Incident & Problem Consultant

PNC

Incident & Problem Consultant managing high-impact IT incidents for PNC's First Response Team. Leading cross-functional teams for rapid issue resolution while ensuring clear communication throughout the incident lifecycle.

Posted 6/23/2026full-timePittsburgh • Arizona, Ohio, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $142,350 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the primary incident lead for high‑impact IT incidents raised to the SRC First Response Team
Triage incoming IT issues and determine severity and appropriate response actions
Open and manage major incident bridge calls
Lead and facilitate cross‑functional technical teams to drive rapid issue resolution
Maintain a strong command-and-control presence, ensuring focus, accountability, and timely decision‑making
Coordinate and communicate status updates clearly and effectively throughout the incident
Manage incidents impacting critical systems, such as online banking, mobile banking, enterprise applications, and infrastructure supporting internal or external customers
Monitor dashboards and alerting systems for alarms and events requiring attention
Assess and prioritize alerts to determine required action
Escalate concerning alerts via Microsoft Teams to appropriate technical support teams to ensure timely response
Identify events that may escalate into major incidents and initiate the Major Incident Management process as needed

Requirements

What you’ll need

3+ years of relevant / direct industry experience
Bachelor's degree or comparable combination of education, job specific certification(s), and experience (including military service)
knowledge of Change Management, Debugging, Event Management, Information Technology Infrastructure Library (ITIL), Institutional Finance, IT Change Management, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis
analytical thinking, contingency and disaster recovery, decision making and critical thinking, IT environment, IT incident management, IT service management (ITSM), IT standards, procedures & policies, problem management, requirements analysis, technical troubleshooting

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
a robust wellness program with financial incentives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT incident managementChange ManagementDebuggingEvent ManagementInformation Technology Infrastructure Library (ITIL)Root Cause Analysis (RCA)Trend Analysistechnical troubleshootingProcess Improvementsrequirements analysis

Soft Skills

analytical thinkingdecision makingcritical thinkingcontingency and disaster recoveryrelationship buildingcommunicationleadershipaccountabilityfocustimely decision-making

Certifications

Bachelor's degreejob specific certification(s)