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Overview:

Operating in a collaborative team-based environment, provides direction to less experienced team members and outside contacts, including ensuring adherence to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes for which the position is responsible, supporting Technology employees dependent on these processes via reporting and training, and executing assigned duties as prescribed by operational documentation and manager direction. Supports Technology initiatives with focus on end-user experience.

Primary Responsibilities:

• Execute defined ITSM/ITIL process(es) while helping drive direction on continual maintenance and improvement of these processes.

• Conduct presentations and training of internal and external staff.

• Prepare or update documentation as needed.

• Provide after-hours support as scheduled and on a rotational on-call basis.

• Develop and drive adherence to performance metrics specific to discipline.

• Manage operational incident calls to efficiently bring service outages to restoration.

• Conduct After Action Reviews for major incidents to identify improvements that will prevent recurrence of incidents.

• Chair recurring meetings to cover standard and tactical operational status and drive adherence to defined processes. Work with all levels of management.

• Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.

• Participate in planning and implementing new projects, products, programs and plans to achieve short and long-term business objectives; develop project plans.

• 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.

Education and Experience Required:

Bachelor’s degree and a minimum of 3 years’ Information Technology operations experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ Information Technology operations experience

ITIL v4 Foundation Certification

Strong written and verbal communication skills

Proficiency using pertinent word processing, spreadsheet and presentation software

Good working knowledge of IT operations and ITIL disciplines

Education and Experience Preferred:

One or more advanced ITSM/ITIL certifications and/or training courses completed

Demonstrated success developing and leading initiatives, both self-driven and via direction

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $82,783.41 - $137,972.36 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

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.