Site Reliability Engineering Manager

Job Profile

Position Overview

Job Description Summary
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 Site Reliability Engineering Manager within PNC’s Enterprise Technology organization, you will be based in Phoenix, AZ or Pittsburgh, PA. Responsibilities require time in the office or in the field on a regular basis.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position
Needed experience:
a. Experience with Cisco and Arista routers and switches, including configuration, troubleshooting, and optimization
b. Proficiency and experience in cloud networking principles and technologies
c. Experience creating, managing, or working in SRE or in an Observability role
d. Proven experience designing and implementing network monitoring tools and techniques, with the ability to implement comprehensive observability solutions
JOB PROFILE:
• Shift Management: Leads that have SRC shift activities that, drive continuous performance improvement, and coordinate technology reliability efforts; manage day to day technology related proactive event management and reactive incident response efforts within the SRC; oversee adoption of tools and SRC processes, providing real-time coaching to drive improvements as the team transitions into the Site Reliability mindset
• Communications: Work with SRC leadership and SRC Lead peers to develop and deliver information and insights to the shift in support of bank and SRC priorities; ensure adequate communication during shift turnover and coordinated communication during day-to-day SRC activities; actively engage in the SRC ChatOps channels
• Escalations: Escalate of issues based on impact and urgency to appropriate management and product teams
• Customer and Business Impacting Incident Response Coordination: Coordinate SRC resources to support actions to address critical incidents
• Staff Scheduling: Manage resource schedules to ensure appropriate coverage (depth and breadth of required expertise) for the shift; review SRC roster for active SRC participants during shift; coordinate vacation and holiday schedules as appropriate
• Administration: Support SRC Leadership to help defines strategic direction for SRC, develops implementation plans, and communicates to staff; support staff administrative tasks including career development planning, training plans, goal setting and performance reviews, and staffing plans (sourcing, hiring, contractor conversions, etc.)
• Metrics and Reporting: Consume, analyze, and synthesize metrics and reporting to develop insights into shift performance; develop continuous improvement plans to address identified gaps and opportunities
• Queue Management: Monitor status of all Incident and Event queues and maintains awareness of active Problems to ensure correlation, coordination, and coverage across product teams and SRC participants; active management of resource levels and workloads to meet demand and manage against Service Level Objectives and priorities; analyze of queues and performance data to identify trends and anticipate downstream impact
• Event Response Coordination: Coordinate and direct SRC resources and activities to provide support for active and emergent Events; coordinate ‘eyes on glass’ coverage by SRC resources to deliver proactive monitoring; oversee analysis of Incident/Event queues and proactive monitoring data to identify potential correlations; drive to permanent resolutions
• Automation / Toil Reduction: Point person for surfacing, vetting, and promoting automation opportunities to reduce Incident and Event volumes and response times; coordinate and support execution of automation efforts
• Knowledge: Direct and support the creation / update of knowledge articles
• Tool Enhancements: Identify and support the prioritization of tool related enhancements to support the goals and objectives of the SRC
• Organizational Change Management: Drive change management actions within the team to foster adoption and engagement within the SRC
• Continuous Learning: Ongoing facilitation of continuous learning across the SRC team
• Alignment with Engineering: Work closely with Engineering on advanced break-fix, new, enhanced products and services to ensure that the team can seamlessly manage ongoing operational support.

Job Description

• Leads a team of Site Reliability Engineers in implementing, maintaining, and improving robust monitoring response sites and infrastructure applications.
• Recommends and facilitates the implementation of infrastructure enhancements as required to maintain the performance of sites in response to business growth and strategy.
• Streamlines the deployment process by introducing automated configuration management tools, resulting in a reduction in deployment time and increased efficiency.
• Oversees robust technical solutions for complex business and application challenges, while helping to define and communicate technical standards and best practices. Manages and oversees proactive reviews and audits of production sites, issue triage and follow up.
• Leads in the collaboration with cross-functional teams to design and implement scalable and highly available infrastructure.
• Maximizes staff contribution through professional growth and development, to increase teamwork and more effectively meet business needs.

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 customer.

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 Needs, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) DesignCompetenciesAnalytical Thinking, Application Design, Architecture, Application Maintenance, Application Testing, Emerging Technologies, Innovation, IT Industry: Trends & Directions, IT Standards, Procedures & Policies, Software Process Improvement (SPI), Software Reliability Management, Technical Troubleshooting

Work ExperienceRoles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 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)

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

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

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.

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