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 an IT Incident Management Specialist within PNC's Tempus Technologies organization, you may be based in a remote location. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Tempus Technologies, Inc. is the expert leader of secure payments at the point of interaction. For more than 25 years, innovation and producing high quality custom-ready solutions is at the forefront of everything we do. We’re committed to developing exceptional point-of-sale payment integration technology and software solutions to meet the growing needs of our customers’ business requirements. Our knowledgeable and friendly employees are passionately dedicated to delivering world-class support to every client. We thrive in a transparent culture that understands the value of shared ideas, teamwork, and excellence in everything we do.

The Incident Management Specialist is responsible for ensuring the efficient handling of incidents to minimize disruption and ensure timely resolution. This role involves monitoring, managing, and coordinating incident response efforts across teams, as well as maintaining effective communication with stakeholders to keep them informed of incident progress and resolution. The ideal candidate will have a proactive approach to managing incidents, a strong understanding of IT infrastructure, and excellent organizational and communication skills. Job responsibilities may include the following:

· Serve as the primary point of contact for managing and coordinating all incidents.
· Monitor incident queues and ensure incidents are logged, categorized, and prioritized accurately.
· Facilitate incident resolution by engaging and coordinating with relevant technical teams.
· Develop and distribute incident status updates to stakeholders, including management and end-users.
· Conduct post-incident reviews (PIRs) to identify root causes and improvement opportunities.
· Document incident details and resolution steps accurately in the incident management system.
· Work with problem management to identify recurring incidents and contribute to root cause analysis.
· Support the development and refinement of incident management processes and tools.
· Provide training and guidance to staff on incident management best practices.

Key Relationships:
· IT Infrastructure Teams
· Development Teams

Qualifications:
· Strong understanding of ITIL framework and incident management processes.
· Excellent problem-solving, analytical, and decision-making skills.
· Strong communication and interpersonal skills with the ability to manage stressful situations.
· Proficiency in incident management tools and ticketing systems (e.g., Jira, ServiceNow).

Preferred Qualifications:
· ITIL certification

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Develops, implements and manages the incident and problem management program, staff and operations.
• Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing.
• Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery.
• Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner.
• Monitors and improves documentation and reporting processes for incident status and results.

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

Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend Analysis

Competencies

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

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. 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)

Pay Transparency

Base Salary: $55,000.00 – $142,350.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Application Window

Generally, this opening is expected to be posted for two business days from 04/14/2025, 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; 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 Your PNC Total Rewards.

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

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