Software Engineering Group Manager

About this role

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 Engineering Group Manager for PNC's Site Reliability Engineering Center, you will work within PNC's Information Technology Group and be located at one of our IT Hubs: Strongsville, Ohio; Birmingham, Alabama; Pittsburgh, Pennsylvania; Dallas, Texas; Denver, Colorado or Phoenix, Arizona and manage the daylight shift.

Needed experience/skills:

Bachelor's Degree in Computer Science, Engineering, Information Technology, Business, or related discipline. • 8+ years of technology, application support, engineering, operations, or service management experience. • 5+ years of leadership experience managing technical, analytical, or operational teams. • Demonstrated experience driving operational excellence, production support transformation, and continuous improvement initiatives. • Strong understanding of Incident, Problem, Change, Availability, and Service Management disciplines. • Experience leveraging AI, automation, analytics, and process improvement methodologies to drive efficiency gains. • Exceptional executive communication, stakeholder management, and organizational leadership skills. ________________________________________ Position Overview:

The Software Engineering Group Manager is responsible for driving operational excellence across the application support organization by leading strategic initiatives focused on production stability, service quality, process optimization, and workforce effectiveness. This leader will oversee a team of Business Systems Analysts (BSAs) responsible for Run-The-Bank (RTB) performance management, establish and lead enterprise Communities of Practice, and implement proactive mechanisms to identify and eliminate recurring operational issues before they impact customers. The successful candidate will combine strong technical acumen, operational leadership, analytics expertise, and people management skills to improve service reliability, increase organizational efficiency, and advance adoption of AI-enabled operational solutions across the enterprise. Lead a Global 24x7 Operation; manage distributed teams supporting critical systems around the clock. Participate in leadership escalation and on-call rotations to support major incidents, critical production events, and operational continuity.

________________________________________ Key Responsibilities:

RTB Performance Management & Operational Excellence • Lead and develop a team of Business Systems Analysts responsible for measuring, managing, and improving RTB operational performance. • Establish and govern a comprehensive production quality metrics framework, including incident, problem, availability, reliability, change, and customer experience indicators. • Drive accountability across technology teams to continuously improve production stability and service health. • Partner with engineering, infrastructure, and support leaders to identify performance gaps and implement corrective actions. • Partner with teams to develop executive-level dashboards and reporting to provide transparency into operational performance and risk trends. • Establish performance targets and operational maturity benchmarks aligned to organizational objectives. ________________________________________ Community of Practice Leadership • Build and lead an enterprise Community of Practice focused on operational excellence, application support modernization, and continuous improvement. • Create forums that foster collaboration, knowledge sharing, and adoption of leading practices across Line of Business support teams. • Standardize RTB processes, procedures, and operating models to improve consistency and efficiency. • Champion innovation and transformation initiatives that leverage AI, automation, analytics, and emerging technologies. • Identify opportunities to reduce manual effort, improve engineer productivity, and enhance service delivery outcomes through intelligent automation. • Develop reusable frameworks, playbooks, and best practices that accelerate operational maturity across teams. ________________________________________ Proactive Problem Management & Risk Prevention • Establish enterprise processes to identify recurring incident patterns, systemic technology issues, monitoring gaps, and operational risks. • Drive root cause analysis programs that focus on elimination of recurring defects rather than symptom resolution. • Implement trend analysis and predictive insights capabilities to detect emerging issues before customer impact occurs. • Partner with engineering teams to prioritize remediation activities based on risk, customer impact, and business criticality. • Create governance routines that ensure recurring issues are tracked, escalated, and resolved through sustainable corrective actions. • Improve monitoring, observability, and alerting effectiveness to detect issues earlier in the incident lifecycle. • Lead efforts to shift the organization from reactive operational management to proactive service reliability management. ________________________________________ AI & Automation Strategy • Identify and execute opportunities to transform RTB processes using AI, machine learning, analytics, and automation technologies. • Drive adoption of intelligent workflows that improve incident triage, problem detection, root cause analysis, operational reporting, and service management. • Establish a technology roadmap focused on reducing operational overhead while improving quality, speed, and reliability. • Measure and report realized efficiency gains and business outcomes resulting from automation initiatives. • Partner with enterprise archi

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