Three - 12.5 hour shifts (Overnight)

Overview:

Serves as primary identification and contact for all failed events and change assistance in the Network Control Center.  Handles immediate impact analysis for all situations. 

Primary Responsibilities:

• Manage the Network Control Center queue in the Service Center by assigning specific tickets at the start of every shift and new tickets during the shift.  Ensure all appropriate notes are documented for each ticket.
• Manage pertinent system alerts.  Ensure all red (critical) alerts are acknowledged and have a problem ticket associated with it within 10 minutes of the first occurrence, followed by orange (major) alerts.
• Communicate with the Help Desk, ATM Help Desk, vendors and customers as required by the specific problem.
• Ensure turnover report on activity is complete, referencing daily events and nightly changes.
• Provide assistance to others during a high severity situation as required to support their timely resolution.
• Provide assistance for changes and work-orders to ensure they are addressed.
• Escalate issues to more experienced team members or outside the Network Control Center (NCC) to ensure resolution.
• Communicate with shift lead on all activities to ensure awareness of pertinent issues.
• 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 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.

Scope of Responsibilities:

This position serves as an essential part of the Network Control Center and the operations support organization of Technology.

Education and Experience Required:

Associate’s degree and a minimum of 2 years’ network administrator experience, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or work experience

Education and Experience Preferred:

A+, Network + or Security + experience

Minimum of 4 years’ network administrator experience

Location