Overview:   

Executes technology support functions with system-level complexity, including camera, video and videoconferencing across the Bank and large events, like the annual meeting of shareholders. Provides on-site and on-call support during business hours and 24/7 coverage, especially before high-profile events.

Primary Responsibilities:

• Facilitate camera technologies across event and studio spaces as subject matter expert. This will include but are not limited to design, build, operation, and execution of events within studio spaces. 
• Execute shoots on remote sites and across footprint as needed. This will include occasional travel.
• Collaborate across all live event technologies with audio and streaming technologies that partner with camera technologies.
• Troubleshoot common high frequency incidents through the ticketing/event system, prioritizing tasks based on urgency of the incident/event requiring a deep understanding of business systems to resolve using established standard operating procedures (SOPs) and writing new SOPs while collaborating with subject matter experts (SMEs).
• Document incidents, including reproduction of the incident, testing of the issue, resolution, and root cause analysis and resolution of the incident, ensuring that incident request is documented if not submitted in ticketing system.
• Plan and prepare project plan technical components for events and project initiatives involving one or more technical teams or systems ensuring technical support requirements are met and equipment operates effectively.
• Execute planned technology upgrades or changes with agility and active deviation from plan, such as rebuilding of a back-office event, studio, video systems and testing executive conference rooms to ensure full functionality.
• Collaborate, as integrators, with multiple engineering teams and subject matter experts within domain to resolve issues, provide feedback, and mitigate risk in advance of, during, and after scheduled events and minimize disruption during planned upgrades or changes.
• Translate technical issues effectively in non-technical terms to executive leaders and other end users to increase technology literacy.  Listen effectively to ingest end user requirements, perspectives, and effectively deescalate situations with urgency to reach the desired resolution rapidly.
• Monitor industry trends and act as an integrator by driving for change within domain technology products and services through feedback to leadership on technical systems and specifications.
• Train and guide less experienced peers on technical skills in role.
• 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:

• myTech Events – Responsible for the facilitation and technical execution of managed audio calls, studio operations, in-person & hybrid events in strategic locations and of virtual events throughout the footprint.

• Partners/ Vendors:  This role coordinates vendor activities with consistency and technical teams. The incumbent participates in the planning of vendor projects, monitors and holds vendors accountable to the desired outcome while the vendor is onsite, and follows up to ensure completion and satisfaction.

• Autonomy:  The incumbent determines and develops the approach to solutions by owning a proactive, self-identified or assigned project, issue, or resolution. Work is accomplished with periodic check-ins for alignment and limited direction and is evaluated upon completion to ensure objectives have been met.

• Technology Depth and Breadth:  The role requires integration depth of technical understanding of function, and intermediate understanding of adjacent technologies.

• Project Complexity:  The position is aligned to projects, initiatives, and events with moderate to high scope or complexity.

• Training:  The position will train peers to advanced level knowledge of function's technology, tools, and industry best practices

• Escalation Point:  This role serves as the second highest individual contributor escalation point in the team.

Manager Responsibilities:

No supervisory responsibilities

Education and Experience Required:

• A combined minimum of 7 years’ higher education and/or relevant work experience, including a minimum of 3 years’ executive and/or endpoint user technical support experience
• Ability to build and maintain effective relationships within and across multiple technical teams
• Prior experience prioritizing and delivering results in high-pressure environment across competing priorities and quickly changing landscape
• Proficient persuasive communication skills to gain buy-in of others
• Proven experience with and demonstrable aptitude for quickly learning new technical skills, growing behavioral competencies, and seeking out industry best standards
• Exhibits high degree of workplace professionalism, including having a positive mindset, being open to professional coaching, accountable of one's actions, dedicated to quality outcomes, and respectful of others.

Education and Experience Preferred:

For use in the applicable functional area.

myTech Events -

• Bachelor’s degree in theatre, media/multimedia/digital media, broadcast technologies, communications, film, live events or other similar audio-video based technology degree
• Advanced ability to operate audio-visual technology for large-scale live event production
• Strong skills in supporting and installing traditional video technology in non-traditional deployments for event use cases
• Strong ability to strategically seek critical information, and integrate into design of technical run of show
• Excellent communication and interpersonal skills with all levels of employees, including executive leadership.
• Ability to differentiate between crisis or timebound (event) communication and natural communication styles.
• Ability to adjust their natural communication style to meet the recipient with ease
• Schedule is based on event needs. Non-event days are business hours (Monday-Friday between 8 AM and 5PM) with periodic after-hours resolution calls to support the team. On event days, schedules flex into additional evenings and weekend hours as needed for event coverage.
• A minimum of 2 years' relevant experience working with Audio-Visual over Internet Protocol (AVoIP)
• Advanced ability to operate Real-Time Messaging Protocol (RTMP) streaming, web-conferencing software, audio and video digital software programming design, operation and integration tools, computer aided drawing programs, video directing, control room-based video streaming software, and remote/satellite camera systems

Physical Requirements:

• Ability to lift and carry up to 50 pounds
• Ability to perform physical activities such as, but not limited to, lifting, bending, standing, climbing ladders, and/or walking for long periods of time

Location