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Incident Problem Management Team Lead

Company: M&T Bank
Location: Buffalo
Posted on: July 13, 2019

Job Description:

Incident & Problem Management Team Lead Buffalo, NY Overview: The Team Leader for Incident & Problem Management is responsible for the day-to-day management of the Incident and Problem Managers while working to continually promote, develop and mature these ITIL processes at M & T. This role works in a demanding, fast-paced environment with a focus on Major Incident Management and analysis of underlying problems that can disrupt technology services. The Team Lead is also responsible for spearheading ongoing process training, ensuring Technology staff are well-versed in the policies and procedures for Incident and Problem Management and are adhering to policy. Interfacing with all levels of management can be expected in this highly-visible role with regular exposure to various technical teams as well. Responsibilities: Execute defined ITSM/ITIL processes while helping drive direction on the continual maintenance and improvement of ITSM/ITIL processes. Conduct presentations and training of internal and external staff. Prepare or update documentation as needed. Provide after-hours support as scheduled and on a rotational on-call basis. Develop and drive adherence to performance metrics specific to discipline. Manage operational incident request queues and ensure SLAs (Service Level Agreements) are met. Chair recurring meetings to cover standard and tactical operational status and drive adherence to defined processes. Interface with all levels of management. Develop a thorough understanding of technology and its functions, processes and operations. Keep abreast of business and market trends that may affect department and the business lines. Participate in planning and implementing new projects, products, programs and plans to achieve short and long-term business objectives; develop project plans. 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, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Required Qualifications: Associates Degree and a minimum of 7 years' technology or systems management/leadership experience, or in lieu of a degree, a combined minimum of 9 years' higher education and/or work experience, including a minimum of 7 years' information technology operations work experience ITIL v3 Foundation Certification Strong verbal and written communication skills, including experience leading and challenging people as required to enforce policy Proficient in use of pertinent spreadsheet, word processing, presentation and flowchart software Good working knowledge of Information Technology operations and ITIL disciplines Strong and effective time management and organizational skills Detail-oriented Prior experience communicating important information and focusing on clients' requirements Experience interacting effectively with all levels of personnel, including senior management Preferred Qualifications: One or more advanced ITSM/ITIL certifications and/or training courses completed Demonstrated success developing and leading initiatives, both self-driven and via direction Ability to work independently and function as a member of a project team We encourage candidates with relevant military experience to apply. About M & T At M & T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M & T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future. Location Amherst, New York, United States of America

Keywords: M&T Bank, Buffalo , Incident Problem Management Team Lead, Executive , Buffalo, New York

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