Overview:

• Completes activities related to larger and/or more complex installations, configuration, operation, and maintenance of systems hardware/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 Service Desk escalations based on the outcome of previous incidents
• Create/document procedures for work orders and request-based tasks
• Respond to and resolve identified technical incidents requiring problem-solving; analyze and isolate the issues
• Use 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 them with senior staff
• Schedule maintenance changes to reduce operational risk
• Participate in project work in cross-functional teams; lead a technical team within a project and provide input to design efforts
• Complete evening and weekend 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, 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.

Education and Experience Required:

• Minimum of 6 years of higher education and 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 an immediate manager
• Strong customer focus, including the ability to manage customer needs and multiple work priorities

Pay Range:: $40/hr - $46/hr