IT Observability and Support Specialist - Tempus

The IT Observability and Support Specialist is responsible for ensuring the reliability, availability, and performance of IT systems through proactive monitoring, incident response, and continuous improvement of observability practices. This role will design, implement, and maintain monitoring solutions, troubleshoot production issues, and work closely with IT, DevOps, and engineering teams to optimize system performance and incident resolution. Job responsibilities may include the following:

• Observability & Monitoring
o Develop and maintain monitoring, logging, and alerting solutions using tools like Elastic Stack, Datadog, Splunk, Prometheus, or similar platforms.
o Create and refine dashboards, alerts, and metrics to enhance visibility into system health and performance.
o Collaborate with development and operations teams to define Service Level Indicators (SLIs) and Service Level Objectives (SLOs) to measure reliability.
o Ensure end-to-end observability of infrastructure, applications, and network components.

• Incident Response & Troubleshooting
o Monitor, triage, and manage production incidents, ensuring that issues are addressed quickly and efficiently.
o Communicate incident status, resolution steps, and timelines to both technical and non-technical stakeholders.
o Perform root cause analysis for incidents and collaborate with teams to develop long-term solutions to prevent recurrence.
o Participate in on-call rotations to ensure 24/7 incident response coverage.
o Work alongside engineering and infrastructure teams to troubleshoot, escalate, and resolve issues in real-time.
o Assist in developing runbooks and standard operating procedures (SOPs) for incident response.

• Continuous Improvement & Automation
o Identify gaps in monitoring and implement improvements to reduce false positives and enhance actionable alerts.
o Automate repetitive monitoring and troubleshooting tasks to improve efficiency.
o Work with engineering teams to enhance system resilience through proactive optimizations.
o Contribute to the ongoing maturity of the observability strategy, ensuring alignment with industry best practices.

• Collaboration & Documentation
o Partner with IT, DevOps, and engineering teams to improve the overall reliability and observability of systems.
o Maintain accurate and up-to-date documentation of monitoring configurations, incident response procedures, and troubleshooting guides.
o Provide training and knowledge-sharing sessions on monitoring best practices to IT teams.

Key Relationships:
• IT Tempus Production Systems Team
• IT Site Reliability Team
• Observability Engineer

Qualifications:
• Hands-on experience with observability tools such as Elastic Stack, Datadog, Prometheus, Splunk, Grafana, or similar.
• Strong understanding of incident management, troubleshooting methodologies, and root cause analysis.
• Experience working with Linux and Windows environments.
• Proficiency in scripting languages (Python, PowerShell, Bash) for automation.
• Knowledge of cloud environments (AWS, Azure, or GCP) and containerized applications (Docker, Kubernetes).
• Excellent analytical, problem-solving, and communication skills.

Preferred Qualifications:
• Certifications in ITIL, Observability, or Site Reliability Engineering (SRE).
• Experience with Infrastructure-as-Code (IaC) tools like Terraform or Ansible.
• Familiarity with DevOps and CI/CD pipelines.
• Understanding of networking principles and security best practices.

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

• Monitor, maintain and support systems and software to ensure stability and compliance to technology standards.
• Performs maintenance, including installation of patches and upgrades with an understanding of the production environment and goal of continuous availability.
• Incident detection, resolution and/or escalation. Conducts root cause analysis and correction resulting in prevention.
• Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Reports out information to support stabilization.
• Develops in depth knowledge of supported systems and applications and transfers knowledge to more junior staff.
• Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.

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, Business Management, Customer Solutions, Design, Group Problem Solving, Process Improvements, Release Management, Software Solutions, User Experience (UX) Design

Competencies
Analytical Thinking, Application Maintenance, Application Programming Interfaces (API's), Decision Making and Critical Thinking, IT Environment, IT Incident Management, IT Service Management (ITSM), IT Standards, Procedures & Policies, Packaged Application Integration, Software Reliability Management, System Development Life Cycle, 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 - $139,100.00

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 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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