Infrastructure Analyst

M&T Bank Corporation; Buffalo (NY); Hybrid; USD 75,000 - 124,000; Full time

Job summary

M&T Bank Corporation is hiring for an experienced IT support role in Buffalo, NY. The position is four days onsite at Seneca One with one remote day per week, supporting maintenance, incident resolution, and process documentation.

The role emphasizes analyzing system issues, creating dashboards, and coaching junior staff. Ideal candidates bring 6+ years of experience, strong communication, and familiarity with Intune, ServiceNow, and Jira.

Qualifications

• Minimum of 6 years’ higher education and/or work experience.
• Detail-oriented with strong written and verbal communication skills.
• Able to digest technical information and communicate it clearly.
• Strong customer focus and ability to manage multiple priorities.

Responsibilities

• Respond to and resolve help desk escalations and incidents.
• Create dashboards and executive briefings to highlight trends.
• Document procedures for work orders and maintenance tasks.
• Troubleshoot with advanced diagnostic tools and SOPs.
• Coordinate maintenance activities and scheduled changes.
• Lead technical discussions within cross-functional projects.
• Coach junior staff and share knowledge across the team.
• Travel to various M&T office locations as needed.

Skills

Incident management

Technical reading

Written/verbal comms

Customer focus

Education

Bachelor’s degree in technology

7+ years experience

Tools

Microsoft Intune

ServiceNow

Mobile Device Management

Jira

Power Automate

Power BI

Job description

Overview

This role is four days onsite at our Seneca One Buffalo, NY location, with the flexibility to work from home one day per week

Primary Responsibilities

• Respond to and resolve help desk escalations based on the outcome of previous incidents.
• Create trending information on system issues to support efforts to address issues identified through analysis, including dashboards and executive briefings.
• Create and document procedures for work order and request-based tasks.
• Respond to and resolve identified technical incidents requiring advanced problem-solving; analyze and isolate issues.
• Use advanced 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 with engineering and senior staff.
• Schedule maintenance changes to reduce operational risk.
• Participate in project work in cross-functional teams; lead the technical team within a project and provide input to design efforts.
• Provide coaching to less experienced staff on processes and technologies.
• Complete evening 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 and procedures, including timely implementation of internal and external audit points together with any issues raised by external regulators, as applicable.
• Travel to various M&T office locations as required for technical infrastructure support.
• Complete other related duties as assigned.

Education and Experience Required

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

Education and Experience Preferred

• Bachelor’s degree in a technology-related field
• Minimum of 7 years’ higher education and/or work experience
• Microsoft Intune, ServiceNow, Mobile Device Management, Jira, telecom management Automation (Microsoft Flow, Power Automate, Power BI, Copilot/Copilot Studio or Copilot Agents)
• Mobile app troubleshooting
• Project leadership/management experience
• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
• The pay range for this position is $74,600.00 - $124,400.00 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

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.