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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 Enterprise Infrastructure Manager within PNC’s Site Reliability Center (SRC), you will be based in Pittsburgh, PA, Cleveland, OH, Birmingham, AL, Phoenix, AZ The position is primarily based in a PNC location. Responsibilities require weekly time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.

On call rotation and some travel may be needed

POSITION OVERVIEW:

As an Enterprise Infra Manager in the Site Reliability Center, you will provide management level network support, technical situation leadership, and diagnostic expertise in a 24-by-7 enterprise production environment. You will function as both a management escalation point and with staff leadership responsibilities. You are the management escalation within network operations team along with another peer manager.

Your focus primarily on employee and system incident resolution and taking escalations from the team. You will be responsible for proactive network monitoring, knowledge documentation oversight and helping to drive root cause on Problem tasks assigned to our team.

JOB DUTIES REQUIRED FOR THIS POSITION:

The candidate that fills this role will have excellent customer service, peer leadership, documentation, and network troubleshooting skills. Most issue should be resolved with first contact resolution. You must possess a solid understanding of the OSI model and have several years of network support experience at layer 1 through 3.

• Strong leadership skills with the ability to help lead technical situation calls and ensure that team is driving to root cause.

• Must be organized and able to create and follow process to ensure expedient incident resolution and a consistent client experience.

• Self-directed with the ability to assess the environment and take action.

• Strong communication skills with the ability to drive incident resolution and provide timely client updates.

• Strong documentation skills required for both knowledge creation and proper ticket escalation.

• Strong collaboration skills required to work with others to drive issue resolution and to provide knowledge sharing with peers.

• Strong Troubleshooting and problem-solving skills, of highly complex issues and solutions.

• Lead shift staff meetings and provide initial staff escalations.

• Measures team and staff performance again KPIs.

• Provides feedback, collaborates, and drives improvements through blameless culture focused continuous improvement.

• Innovative, proactive, and process-oriented mindset that is focused on generating ideas and executing initiatives to drive team efficiencies.

TECHNICAL / KNOWLEDGE REQUIREMENTS:

• Layer 2 protocols such as Vlans, Spanning Tree, Trunks,

• TCP/IP and related protocols

• Knowledge of Public Telephone Switched Network: POTS, DSx (t1-t3), Gig-E, Broadband OC-x

• Troubleshooting and Configuration of Cisco Routers, 8xx series ISR – 4000, 1xxx ASR,9xxxASR

• Expert knowledge of Cisco software, licensing, features: CATOS, IOS, IOS-XE, IOX-XR, NX-OS

• Troubleshooting and Configuration of Cisco Switches: 29xx series-68xx series, Nexus 2k, 3k,5k, 7k, 9k

• Troubleshooting and Configuration of Arista Switches

• fundamentals and troubleshooting of EIGRP, OSPF, BGP, MPLS,

• fundamentals and troubleshooting of IP SEC VPNS: GetVPN, DMVPN

• Fault and performance monitoring using TrueSight Operations Manager, Riverbed NPM, Cisco Prime LMS

• Fundamentals and troubleshooting of Wan Optimization

• fundamentals and troubleshooting of end user Wireless technologies.

• fundamentals of firewalls: understanding rules, NATs, inspection, etc

• fundamentals and troubleshooting application issues: using network packet capture tools such as Wireshark, Savvius WildPackets, Reiverbed/Opnet

• ITIL Foundations or experience with concepts such as Request, Incident, Problem and Change. Administers, executes processes/procedures and addresses issues for products and services supported in Technology Infrastructure. May support analysis and report generation, exception processing and service management. Implements new products, services, and operational solutions as well as augments existing capabilities.

• Follows a predetermined plan/process and performs simple and routine administration requiring basic knowledge of specified operational products/services.

• Provides technical operational, analytical and research support to technical teams through both written and verbal communications.

• Supports incident resolution and root cause analysis of production problems.

• Assists in the development and maintenance of technical, operational and service procedures, as well as process workflows for operational/applications teams.

Job Description

• Delivers products/services in alignment with business needs and objectives. Responsible for multiple teams or departments within the Enterprise Infrastructure function.

• Contributes to infrastructure planning, development strategies/initiatives and product lifecycle/service orientation; determines current and future enterprise infrastructure needs. Oversees portfolio/program/project management responsibilities. Directs financial management and risk management capabilities.

• Contributes to stable and secure environment, incident management, product health/patching, and the asset management lifecycle. May communicate with vendors, suppliers and executive management to ensure availability of infrastructure technologies and support.

• Implements best practices for technology architecture and management.

• Directs, motivates, develops and oversees the performance of the management team and key staff.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.

• Live the Values - Role models our values with transparency and courage.

• Enable Change - Takes action to drive change and innovation that will transform our business.

• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.

• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Information Security, IT Architecture, Network Administration, Network Support, Software Testing, System Administration

Competencies

Hardware Infrastructure, Information Security Technologies, IT Architecture, IT Environment, IT Industry: Trends & Directions, IT Service Management (ITSM), IT Standards, Procedures & Policies, IT Systems Management, System and Technology Integration

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Benefits

PNC offers 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; 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.

*For more information, please click on the following links:

Time Away from Work (https://www.pncbenefits.com/timeaway.html)

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary (https://www.pncbenefits.com/pt-benefits-overview.html)

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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

Refer to the California Consumer Privacy Act Privacy Notice (https://content.pncmc.com/live/pnc/aboutus/HR/Onboarding/PNC_CCPA_Privacy_Disclosure_Employee.pdf) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.