Business Technology Mgr Sr. - Incident Management

Job Profile

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 Business Technology Manager Sr. within PNC's Information Technology's Site Reliability Engineering Center (SRC) you will work from one of PNC IT Hubs: Denver, Colorado; Phoenix, Arizona; Cleveland, Ohio; Pittsburgh, Pennsylvania; Birmingham, Alabama; or Dallas, Texas.
As a Business Technology Manager Sr. - Incident Management, you will manage the Technology Critical Incident Managers. Your responsibilities include leading providing leadership and coaching to the team members who report to you, continuously improving the process and developing the team. This highly visible role, will also need to co-lead technical teams in the complex recovery of critical systems, communicating with the lines of business and executives regarding the impacts and alternative processing options. Most importantly driving process improvement.
Your hours are weekdays, primarily 8-5 with flexibility in the start time. You will be directly responsible for team members who participate in an on call rotation; requiring you to provide support for them in those off hours as needed by the critical of the situation.
There will be a large amount of variability in your work day. You will work in a very fast pat environment as it is driven by operational events 24X7. You may go from managing a critical operational incident, to a process improvement meeting you are leading or participant of, to working with risk, audit or technology executives on lessons learned to some problem management activities all one day.
In your role, you will draw upon your ability to lead others, make decisive decisions, and assist in problem solving, collaborating with service partners and speaking effectively directly to the top 10 executives of Technology and PNC.
The successful candidate will have the following qualifications:
• BS in Business or Technology or related degree and 8+ years of related incident management experience plus 5 years of exp as a manager in an IT Service Management discipline.
• Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, assess business impact with Line of Business partners and lead multi-team daily shift turnover.
• Big picture thinking to correlate events and incident tickets within the organization as an indication of larger issue and the ability to act on and mitigate impact.
• Excellent written and verbal communication skills with an ability to communicate a technology incident to lines of business in a customer-focused business language to all levels of the organization.
• Strong customer focus and ability to act with a “Sense of Urgency” in facilitating and gaining prompt incident resolution.
• Advanced level of understanding of business services, business systems and industry best practices.
• The ability to network, influence and manage across all management and organization levels as well as cultural boundaries without having direct management authority.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job Description

• Provides solutions for IT and business management on applying technology to strategic business opportunities, planning and implementation of cross-functional applications.
• Initiates, owns and drives the identification, evaluation and direction of solutions that are cost effective and meet complex business requirements.
• Serves as the central point of contact for business demand management, technology expenditures, client feedback & relationship management and the overall client experience with the technology organization.
• Manages the consulting services and communications to internal business groups on process improvement projects designed to support product strategies and revenue generation/cost reduction.
• Manages the analysis & elicitation of complex client requirements, and the transformation of requirements into functional/non-functional requirements.

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 SkillsApplication Development, Business Management, Customer Solutions, Design, Group Problem Solving, IT Incident Management, Process Improvements, Release Management, Site Reliability Engineering, Software Solutions, User Experience (UX) Design

CompetenciesBudgeting, Business Acumen, Consulting, Influencing, IT Project Planning and Organization, Product and Vendor Evaluation, Relationship Management, Requirements Analysis

Work ExperienceRoles 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.

EducationBachelors

CertificationsNo Required Certification(s)

LicensesNo Required License(s)

Language Assessments
No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $100,100.00 – $204,490.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 09/01/2026, although it may be longer with business discretion.

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; 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. 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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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