Overview:

Leads teams and manages business relationships and technology solutions of assigned application(s) bank-wide.  Works together with designated lines of business/clients who utilize applications and systems to support internal or external customers.   Works across business lines to assist business units in authoring effective requirements and ultimately to improve the Bank's Technology Portfolio and Software Development Lifecycle.

Accountable for end-to-end management of technology incidents impacting mortgage origination platforms in a vendor-heavy SaaS environment. This role ensures rapid resolution, drives vendor accountability, maintains strong communication with end users, and continuously improves system reliability and user experience.

Primary Responsibilities:

• Manage and oversee the execution of complex project plans on assigned applications.
• Assign resources and monitor progress of all assignments. Responsible for short and long-term staff planning to ensure adequacy of project resources.
• May manage the client relationship with the lines of business, emphasizing project execution and production support related to their supporting applications.  Serve as a client liaison with internal and external application stakeholders to review status of initiatives, compliance/regulatory changes and contractual and/or system maintenance changes and manage the overall client queue.  
• Manage assigned team in application functionality and testing efforts of application changes, and inclusive of reviewing business requirements, functional specifications and preparing and executing testing; may coordinate completion of integrated testing efforts.  Work with other team to ensure testing efforts are included in all project phases and include estimates, project time lines, status updates, training and implementation.
• Manage assigned team in determining application design and changes.  Manage development and/or revision to business requirements to ensure applications are updated to reflect business needs and operate efficiently and effectively.  
• Recommend application designs based on business requirements to support internal and external customer needs.  Ensure identification and resolution of issues and concerns to proactively minimize any negative impact to owners of assigned applications, and their users, customers and clients.
• Monitor functional specifications and change requests to ensure project stays within scope and meets regulatory requirements, while ensuring adherence to business requirements and Corporate Technology standards.  
• Recommends and initiates new policies and procedures which will improve the performance and effectiveness of the department.
• Demonstrates a strong understanding of the business environment and needs within the area of responsibility. Ability to understand technical, business and operational impacts of a project or problem.
• Maintain efficient operation and effectiveness of supported applications.  Recommend new technology and related policies or processes to enhance applications and ensure technical support to clients is efficient and effective to meet internal and external customer needs.  Provide functional feedback to application owners on current or proposed vendor software, including what the application does and how it supports pre-defined business needs.
• Complete status reports on system changes; present projects, status or activities to senior management to ensure the technology portfolio is efficiently and effectively supporting applications that meet Bank business needs of the Bank.
• Recommend and initiate new policies and procedures that improve performance and effectiveness of the department.
• Supports System Managers in the annual planning process. Provides input into the overall cost center management and may maintain part or all of the budget for an assigned cost center.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging 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.
• Lead incident response across vendors, technology teams, and operations to restore service and minimize business impact
  Hold vendors accountable for timely resolution, root cause analysis, and preventative actions
  Oversee Level 1 help desk intake, triage, and escalation processes
  Proactively identify and track performance issues (e.g., latency, degradation) beyond formal tickets
  Maintain clear, timely, and user-friendly communication throughout incident lifecycle
  Establish and manage ongoing feedback channels with end users (e.g., roundtables, sessions)
  Drive post-incident reviews, trend analysis, and continuous improvement actions
  Ensure incidents are logged, prioritized, tracked, and reported in alignment with enterprise standards [Tech Incid...Management | PDF]
  Success Profile:
  A highly accountable, action-oriented leader who excels at cross-functional coordination, vendor management, and user-centered problem solving in a fast-paced, high-impact SaaS environment.

Supervisory/ Managerial Responsibilities:

Manages a team of professionals

Education and Experience Required:

Minimum of 8  years combined higher education and/or operational/business analytics/systems development experience or equivalent.

Location