Quality Engineering Manager

mtb; Buffalo (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

mtb is seeking a Technical Engineer to enhance reliability and performance of critical applications. The role emphasizes production support, incident management, and modern Site Reliability Engineering practices, with a focus on automation and AI-assisted operations.

The candidate will partner across engineering, infrastructure, security, and vendor teams to proactively identify risks, implement RCAs, and continuously improve customer and employee experiences.

Qualifications

• Experience in production support, incident management, and reliability engineering.
• Strong troubleshooting and RCA capabilities across complex distributed systems.
• Familiarity with SRE principles, SLIs/SLOs, and monitoring architectures.

Responsibilities

• Serve as escalation point for critical production incidents and outages.
• Lead troubleshooting and root cause analysis across applications, infrastructure, and cloud services.
• Coordinate incident response with engineering, infrastructure, vendors, and business stakeholders.
• Restore service quickly while driving long-term corrective actions and post-incident reviews.
• Design, implement, and optimize monitoring, alerting, logging, and observability solutions.
• Develop automation scripts and IaC to reduce toil and enable self-healing capabilities.

Skills

PowerShell

Python

Bash/Shell

SQL

REST APIs

Automation

Job description

Overview

The Technical Engineer serves as a senior production support and reliability engineering professional responsible for ensuring the availability, stability, performance, and operational excellence of critical business applications and platforms.

This role combines strong troubleshooting expertise with modern Site Reliability Engineering (SRE), observability, automation, cloud operations, and incident management practices. The Technical Engineer partners with Engineering, Architecture, Infrastructure, Security, Product, and Vendor teams to proactively identify operational risks, improve system resilience, accelerate incident resolution, and continuously enhance customer and employee experiences.

The ideal candidate possesses deep technical knowledge of application support, distributed systems, cloud technologies, monitoring platforms, automation tools, and modern operational practices. They are passionate about eliminating repetitive work through automation and leveraging AI-powered tools to improve operational efficiency and support outcomes.

Primary Responsibilities

Production Support & Incident Management

Serve as a technical escalation point for critical production incidents, outages, and service degradation events.

Lead troubleshooting and root cause analysis efforts across applications, integrations, infrastructure, cloud services, APIs, and supporting technologies.

Coordinate incident response activities involving application teams, infrastructure teams, vendors, and business stakeholders.

Restore service quickly while ensuring long-term corrective actions are identified and implemented.

Participate in major incident management processes and post-incident reviews.

Site Reliability Engineering (SRE)

Apply Site Reliability Engineering principles to improve platform reliability, scalability, resilience, and operational efficiency.

Define and support Service Level Indicators (SLIs), Service Level Objectives (SLOs), and operational performance metrics.

Drive reduction of operational toil through automation and process improvement.

Support production readiness reviews and operational acceptance processes.

Participate in disaster recovery, resiliency, failover, and business continuity testing.

Troubleshooting & Problem Management

Analyze complex system behavior using logs, metrics, traces, performance data, and monitoring tools.

Perform deep technical investigations across application, infrastructure, data, network, and cloud environments.

Identify recurring issues, trends, and systemic problems to reduce future incidents.

Lead root cause analysis (RCA) activities and implement preventive solutions.

Develop technical recommendations that improve system stability, performance, and reliability.

Observability & Monitoring

Design, implement, and optimize monitoring, alerting, logging, and observability solutions.

Develop dashboards and health indicators providing visibility into application and platform performance.

Partner with engineering teams to improve observability through instrumentation, distributed tracing, synthetic monitoring, and telemetry collection.

Continuously refine alerting strategies to reduce false positives and alert fatigue.

Establish operational health metrics and reliability reporting.

Automation & Scripting

Develop and maintain automation solutions that improve operational efficiency and service reliability.

Create scripts, tools, and workflows to automate diagnostics, health checks, remediation activities, and routine support tasks.

Leverage Infrastructure as Code (IaC) and automation frameworks where appropriate.

Drive continuous improvement through operational automation and self-healing capabilities.

Partner with engineering teams to integrate automation into deployment and operational workflows.

Desired Scripting Technologies:

• PowerShell
• Python
• Bash/Shell
• SQL
• REST APIs
• Workflow automation platforms

AI-Assisted Operations & Innovation

Leverage AI and Generative AI tools to improve incident analysis, troubleshooting, knowledge management, and operational efficiency.

Utilize AI-powered operational insights to identify patterns, anomalies, and emerging risks.

Contribute to development of intelligent support capabilities including chatbots, operational copilots, automated RCA generation, and knowledge recommendations.

Evaluate opportunities to improve production support through AI-enabled automation and predictive analytics.

Promote responsible AI practices aligned with enterprise governance and security requirements.

Support Playbooks & Knowledge Management

Develop, maintain, and continuously improve support runbooks, operational procedures, troubleshooting guides, and recovery playbooks.

Ensure support documentation remains accurate, actionable, and aligned with production environments.

Establish standardized operational processes supporting incident response and service recovery.

Capture lessons learned from incidents and incorporate improvements into support practice