This role offers a hybrid work schedule; offering the flexibility to work from home two days a week, while providing the opportunity for in-person collaboration. 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.Job Description:The Technology Infrastructure Engineering and Operations Team delivers and supports all the foundational technology used across M&T Bank. Supports Two Data Centers, 1 Service Desk, 14,000 Distributed platforms, 24 Mainframe Regions and process approximately 635,000 automated jobs per month. We deliver innovative, and compelling technology solutions to enhance the internal customer experience that enables our business partners to deliver.Overview: We are seeking an Infrastructure Analyst I to join our ATM/TCR Help Desk & Deployment team. This role is responsible for tracking, data analysis, trending & Reporting of escalations and incidents in the ATM – TCR (Teller Cash Recyclers) channel to improve service performance. The ideal candidate will have experience working with ServiceNow, Power BI, and SCCM to ensure that incidents are efficiently logged, monitored, and resolved while providing valuable insights into recurring issues.Primary Responsibilities:
- Incident Management: Monitor and manage all ATM/TCR-related incidents and escalations, ensuring timely resolution.
- ServiceNow Administration: Log, update, and track incidents within ServiceNow, maintaining accurate documentation.
- Data Analysis & Reporting: Utilize Power BI to analyze incident trends, generate reports, and provide insights to improve service performance.
- SCCM Support: Assist in deploying updates, managing IT assets, and troubleshooting ATM/TCR-related issues using SCCM.
- Collaboration & Communication: Act as a liaison between IT teams, vendors, and frontline staff to resolve technical issues efficiently.
- Process Improvement: Identify and recommend enhancements to incident response workflows and problem management processes.
- Expand role supporting Incident and Escalation process with internal business- ATM-TCR App Dev and Retail Risk teams and Vendors.
- The role will require more complex problem solving, decision making and leadership skills that align with a higher-level position
- Monitor system performance remotely, generating reports on device health, usage, and incident trends for management.
- Complete related work orders or request-based tasks based on standard operating procedures (SOP).
- Communicate with shift lead on all activities to ensure awareness of pertinent issues.
- 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.
- Document and track all incidents and support request in the Vynamic View monitoring system and Jira, ensuring timely resolution and follow up.
Education and Experience Required:
- Minimum of 2 years’ higher education and/or work experience
- Prior experience reading and digesting technical information
- Detail-oriented
- Proven written and verbal communication skills
- Prior experience communicating technical problems to management
- Strong customer focus, including ability to manage customer needs and multiple work priorities
Education and Experience Preferred:
- 1+ years of experience in IT support, infrastructure analysis, or help desk operations.
- Hands-on experience with ServiceNow for incident tracking and management.
- Strong analytical skills with experience using Power BI for reporting and data visualization.
- Knowledge of SCCM for system management and troubleshooting.
- Familiarity with ATMs, TCRs, and banking technology is a plus.
- Excellent problem-solving and communication skills.
- Ability to work in a fast-paced, high-priority incident response environment.
We support our team members with generous benefits.
- 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
About M&TM&T Bank is a Top 20 US bank holding company and one of the best performing and financial stable regional banks in the country, we offer our technology employees a wide range of performance-based career development opportunities. We have a strong commitment to our customers and the communities we serve, and we continue to grow with a focus on the future. So, when looking to advance your career, look to M&T. Grow with us.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
LocationBuffalo, New York, United States of America
Top Skills
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
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