The Infrastructure Analyst resolves technical incidents, completes maintenance, supports onboarding of hardware/software, and improves existing processes while adhering to regulatory standards.
This role offers a hybrid work schedule or could be considered remote for anyone outside M&T footprint.At M&T Tech, we’re a team of makers, doers, and builders, working to create the most advanced technology solutions in banking. We’re not your stereotypical suit and tie bankers: we’re an innovative team of leading tech experts, pushing boundaries, and taking risks. We’re building an agile team of the most skilled and creative workers to solve complex problems, architect solutions, write high-performance software, and chart our new path, all to make the lives of our customers, and the communities that we serve, better. Join us and be part of something new as we build tomorrow’s bank, today. Overview:Completes activities related to 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 outcome of previous incidents.
- Complete related master work orders or request-based tasks.
- Respond to and resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
- Use basic 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 and report complex issues to senor staff.
- Participate in project work within the team
- Provide coaching to less experienced staff on processes.
- Complete evening responsibilities as scheduled.
- Identify improvement opportunities to existing procedures to improve efficiency; document these changes as needed.
- 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.
- Minimum of 4 years’ higher education and/or work experience
- Knowledge and experience executing processes associated with Software Licensing – primarily in SNOW/Flexera and/or SAM Pro/ServiceNow
- Knowledge and experience supporting End of Life processes for Hardware and Software assets
- Knowledge and experience analyzing and supporting configurable workflows for request management capabilities in ServiceNow
- Knowledge and experience authoring, maintaining, and publishing Standard Operating Procedures and other supporting control documentation
- Knowledge and experience creating dashboards/reporting in ServiceNow or other comparable tooling
- General knowledge of Software Discovery and License Management capabilities – primarily in SNOW/Flexera and/or SAM Pro/ServiceNow
- Bachelor’s degree in technology-related field
- Minimum of 5 years’ higher education and/or work experience
- Certifications or special training in related technologies
- Competitive compensation
- Health, welfare, and retirement benefits
- 401(k) match at 5%
- Work-life balance and flexible work arrangements
- Banking Officers start with 25 days PTO plus 12 paid holidays
- 40 hours paid volunteer hours per year
- Much more. For details, see: M&T Benefits Overview
Top Skills
Flexera
Sam Pro
Servicenow
Snow
Software Licensing
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