Overview:

Completes activities related to larger and/or highly complex installations, configurations, operation and maintenance of systems hardware and software and related infrastructure.  Ensures system hardware, operating systems, software systems and related procedures adhere to organizational values, enabling staff and partners.  Participates in technical research and development to enable continuing innovation within the infrastructure.

Primary Responsibilities:

• Respond to and resolve to help desk escalations of a highly complex nature; identify root causes of system issues and work with partner teams to fix the root cause.
• Create and document procedures for work order and request-based tasks.
• Respond to and resolve identified technical incidents requiring expert problem-solving based on mastery of system and adjoining systems.
• Use advanced diagnostic tools to troubleshoot issues.
• Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards.  Research options when anomalies occur and choose best course of action, including identifying root cause of analogies in procedures.
• Schedule maintenance changes to reduce operational risk.
• Participate in project work in cross-functional teams; lead technical team within a project and provide input to design efforts.
• Provide training to less experienced staff.
• Complete evening responsibilities as scheduled.
• Initiate, create and document procedures for maintenance tasks and other needs to serve as a reference source.
• Use tools to help automate processes and make systems more efficient, manageable, available, and secure.
• Participate in and support capacity planning and development of long-term strategic goals for systems and software in conjunction with Engineering and Architecture departments.
• 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:

Minimum of 10 years’ higher education and/or work experience

Prior experience reading and digesting technical information

Detail-oriented

Strong written and verbal communication skills

Prior experience interpreting and/or discussing terminology or concepts not familiar to many people with others

Strong customer focus, including ability to manage customer needs and multiple work priorities

Prior project management experience

Education and Experience Preferred:

Master’s degree in technology-related field

Minimum of 12 years’ higher education and/or work experience

Certifications or special training in related technologies

Prior experience leading technical teams toward a common goal or project within a larger project

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,611.94 - $167,686.57 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