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 Software Engineer Principal within PNC's Technology organization, you will be based in Pittsburgh, PA or Dallas, TX..
Application Support Lead - L2/L3 Production Support
Role Summary
The Application Support Lead is a customer focused L2/L3 support role responsible for ensuring the availability, stability, and performance of PNC's critical applications. This role partners with business stakeholders, development teams, infrastructure teams, and vendors to resolve incidents, drive process improvements, and deliver reliable production support. Customer satisfaction and operational excellence are top priorities.
Key Responsibilities
Production Support & Incident Management
Provide L2/L3 production support for business critical applications in a fast paced environment.
Troubleshoot daily issues related to file transmissions, batch job failures, reporting errors, data inconsistencies, and process failures.
Analyze application logs and runtime behavior to identify root causes of defects, bugs, and performance issues.
Communicate incident status, impact, and resolution timelines to Line of Business stakeholders.
Manage incidents to resolution while meeting SLA and compliance requirements.
Coordinate with Change, Infrastructure, Network, and Firewall teams to eliminate recurring production issues.
Application & Code Analysis
Review Java application code to identify defects, performance bottlenecks, and required enhancements.
Share technical findings and recommendations with the Application Technical Lead and team.
Analyze functional and data requirements and translate them into technical solutions.
Perform impact analysis for software upgrades, infrastructure changes, and network/firewall updates.
Batch Processing & Scheduling
Configure, monitor, and automate batch jobs and cron schedules.
Support and troubleshoot job schedulers including Cron, CA7, and Control M.
Coordinate with infrastructure teams to ensure optimal server utilization and job execution.
Automation & Process Improvement
Identify and track process improvement initiatives using RTB Jira boards.
Develop automation solutions using Unix based shell, Java, and Python to:
o Monitor files and processes
o Create early warning alerts
o Automate recurring operational tasks
Design and implement monitoring and alerting aligned with PNC standards to improve application resiliency and availability.
Change, Release & Environment Support
Implement and validate production changes including:
o Change Requests, Break fixes, Hot fixes, and Weekly releases
o SSO implementations
o Security vulnerability remediation
o Vendor deployments
o OS and database patching
Perform testing in lower environments and deploy changes to higher environments using GitHub, uDeploy, Artifactory, and CI/CD pipelines.
Participate in scheduled operational activities:
o Annual Disaster Recovery / Business Continuity events
o Monthly OS patching and validations
o Weekly, month end, and year end processing
o Firewall certification reviews
Vendor & Stakeholder Collaboration
Coordinate with vendors to implement application specific patches and validate deployments.
Act as a liaison between business users, product owners, development teams, and infrastructure partners.
Onboard applications into SRC and guide partner teams through onboarding processes.
Leadership & Documentation
Mentor and support on site and offshore team members.
Assist with onboarding and knowledge transfer for new team members.
Document technical details, procedures, incident resolutions, and best practices for future reference.
Required Skills & Experience
Technical Skills
Strong experience in L2/L3 production support environments.
Solid Java fundamentals with ability to read logs, analyze stack traces, and debug issues.
Proficiency in Linux/Unix and shell scripting.
Strong experience with Oracle databases (SQL, stored procedures, performance tuning).
Experience with job schedulers (Cron, CA7, Control M).
Hands on experience with monitoring tools (Dynatrace, Grafana, Elastic Search).
Familiarity with DevOps tools and CI/CD pipelines (Git, Jenkins, uDeploy, Artifactory).
Experience using ServiceNow and Jira for incident and change management.
Process & Domain Experience
Proven experience managing SLAs, incidents, and production escalations.
Strong understanding of change, release, and incident management processes.
Experience in Derivatives Trading platforms or Murex is a plus (not mandatory).
Soft Skills
Strong customer focus and stakeholder communication skills.
Excellent problem solving and analytical abilities.
Ability to mentor team members and lead through influence.
Comfortable working in high pressure, time sensitive environments.
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
Aligns business strategy with software solutions.
Proposes, designs & codes software solutions to address complex business needs. Oversees technical and procedural documentation required.
Leads complex problem solving.
Provides technical guidance and support to colleagues and solution development.
Displays an innovative approach to apply modern principles, methodologies and tools to advance business initiatives and capabilities.
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.
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
Application Development, Application Production Support, Application Troubleshooting, Business Management, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Server Infrastructure, Software Solutions, User Experience (UX) Design
Competencies
Application Design, Architecture, Packaged Application Integration, Product and Vendor Evaluation, Software Process Improvement (SPI), System Development Life Cycle, Technical Troubleshooting
Work Experience
Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often 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; 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 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.
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
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.
