The Technology Infrastructure Engineering and Operations Team engineers and supports all the foundational technology used across M&T Bank. We support two Data Centers, 15,000 Distributed platforms, 24 Mainframe Regions, a secure and reliable Network connecting all the technology across the bank footprint and process approximately 635,000 automated jobs per month. In addition to that foundational technology level, we own the operational support processes, monitoring and command center that provide a unified, well-managed technology response when issues arise. We deliver innovative, and compelling technology solutions, in partnership with our line of business CIOs, to enhance the internal customer experience that enables our business partners to deliver.

Overview:

Operating in a collaborative team-based environment, provides direction to less experienced team members and outside contacts, including ensuring adherence to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes for which the position is responsible, supporting Technology employees dependent on these processes via reporting and training, and executing assigned duties as prescribed by operational documentation and manager direction. Supports Technology initiatives with focus on end-user experience.

Primary Responsibilities:

• Execute defined ITSM/ITIL Problem Management process(es) while helping drive direction on continual maintenance and improvement of these processes.

• Conduct presentations and training of internal and external staff.

• Prepare or update documentation as needed.

• Provide occasional after-hours support as needed.

• Develop and drive adherence to performance metrics for items such as Incident Trending, Root Cause, Risks, etc.

• Manage operational problem task queues and ensure service level objectives (SLOs) are met.

• Chair recurring meetings to cover standard and tactical operational status and drive adherence to defined processes. Work with all levels of management.

• Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.

• Participate in planning and implementing new projects, products, programs and plans to achieve short and long-term business objectives; develop project plans.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

• Promote an environment that supports diversity and reflects the M&T Bank brand.

• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

• Complete other related duties as assigned.

Education and Experience Required:

Bachelor’s degree and a minimum of 3 years’ Information Technology operations experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ Information Technology operations experience

ITIL v4 Foundation Certification

Strong written and verbal communication skills

Proficiency using pertinent word processing, spreadsheet and presentation software, PowerBI, and ServiceNOW Performance Analytics

Good working knowledge of IT operations and ITIL disciplines

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $82,783.41 - $137,972.36 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.