This role is four days onsite at our Seneca One Buffalo, NY location, with the flexibility to work from home one day per week

Overview

Completes activities related to larger and/or more complex installations, configuration, 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.

Primary Responsibilities

• Respond to and resolve help desk escalations based on the outcome of previous incidents.

• Create trending information on system issues to support efforts to address issues identified through analysis, including dashboards and executive briefings.

• Create and document procedures for work order and request-based tasks.

• Respond to and resolve identified technical incidents requiring advanced problem-solving; analyze and isolate issues.

• 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; identify recommendations to address them and review with engineering and senior staff.

• Schedule maintenance changes to reduce operational risk.

• Participate in project work in cross-functional teams; lead the technical team within a project and provide input to design efforts.

• Provide coaching to less experienced staff on processes and technologies.

• Complete evening responsibilities as scheduled.

• Initiate, create, and document procedures for maintenance tasks and other needs to serve as a reference source.

• Identify opportunities to automate or improve SOP and maintenance tasks to improve efficiency.

• 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 and procedures, including timely implementation of internal and external audit points together with any issues raised by external regulators, as applicable.

• Travel to various M&T office locations as required for technical infrastructure support.

•   Complete other related duties as assigned.
  

Education and Experience Required

• Minimum of 6 years’ higher education and/or work experience

• Prior experience reading and digesting technical information

• Detail-oriented

• Strong written and verbal communication skills

• Prior experience communicating technical information within a team and to immediate manager

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

Education and Experience Preferred

• Bachelor’s degree in a technology-related field

• Minimum of 7 years’ higher education and/or work experience

• Microsoft Intune, ServiceNow, Mobile Device Management, Jira, telecom management

• Automation (Microsoft Flow, Power Automate, Power BI, Copilot/Copilot Studio or Copilot Agents)

• Mobile app troubleshooting

• Project leadership/management experience

Location