Senior Manager, Tech Operations & Reliability

mtb

Buffalo (NY)

On-site

USD 148,000 - 247,000

Full time

6 days ago

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Benefits offered by this job

401(k) match 5%

25 days PTO

40 hours volunteer time

Job summary

M&T Bank seeks a Tech Senior Manager to lead Service Reliability & Operations, driving strategy, governance, modernization, and continuous improvement for 24x7 technology operations. You will champion automation, AI, observability, and analytics to enhance reliability and customer outcomes.

Collaborating with Infrastructure, Cybersecurity, and Development teams, you will identify opportunities to reduce risk, remove barriers, and implement modern service management practices across hybrid

Qualifications

Minimum 13 years combined higher education and/or work experience, including at least 4 years in technology or systems and 9 years in technology management/leadership.
Deep expertise in Incident, Problem, Change, and Major Incident Management.
Strong understanding of ITIL practices and governance frameworks.
Experience leading ServiceNow-enabled process improvement and automation initiatives.
Proven experience building operational reporting, observability, and performance management capabilities.
Experience managing technology operations in hybrid environments (cloud + on-prem).
Demonstrated success leading organizational transformation and building high-performing teams.

Responsibilities

Provide strategic leadership for technology operations and service management functions.
Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
Drive operational excellence across enterprise technology services and support functions.
Provide operational oversight for Incident Management, Major Incident Management, Problem Management, Change Management and CAB, Infrastructure Command Center Operations, Production Support, Operational Readiness.
Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.
Modernize Change Management through automation, risk-based controls, and streamlined processes.
Enhance governance, performance measurement, and operational routines.
Drive adoption of AI, automation, and advanced analytics to improve operations.
Develop best-in-class operational reporting and executive dashboards.
Build observability capabilities that provide actionable insights into customer impact.
Establish metrics that drive accountability and informed decision-making.
Build strong partnerships with Infrastructure, Cybersecurity, Application Development, and Operations leaders.
Lead cross-functional efforts to address systemic issues and operational challenges.
Develop and lead high-performing teams; assess structures and skills; foster accountability, collaboration, and continuous improvement.