Infrastructure Analyst
| Company | M&T Bank |
|---|---|
| Location | Buffalo, NY, USA |
| Salary | $24.76 – $41.27 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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
Responsibilities
- Monitor and manage all ATM/TCR-related incidents and escalations, ensuring timely resolution.
- Log, update, and track incidents within ServiceNow, maintaining accurate documentation.
- Utilize Power BI to analyze incident trends, generate reports, and provide insights to improve service performance.
- Assist in deploying updates, managing IT assets, and troubleshooting ATM/TCR-related issues using SCCM.
- Act as a liaison between IT teams, vendors, and frontline staff to resolve technical issues efficiently.
- 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.
- 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.
Preferred Qualifications
- 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.