Problem Manager III

Employment Type

: Full-Time


: Non-Executive Management

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Operating in a collaborative team-based environment, provides direction to less experienced team members and outside contacts, including ensuring adherence to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes for which the position is responsible, supporting Technology employees dependent on these processes via reporting and training, and executing assigned duties as prescribed by operational documentation and manager direction. Supports Technology initiatives with focus on end-user experience.

Primary Responsibilities:
  • Execute defined ITSM/ITIL process(es) while helping drive direction on continual maintenance and improvement of these 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 and request queues and ensure service level agreements (SLAs) are met.
  • Chair recurring meetings to cover standard and tactical operational status and drive adherence to defined processes. Work with all levels of management.
  • Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and 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.

Scope of Responsibilities:
ITIL processes are a function of Infrastructure Service Delivery. This position's scope varies by discipline involved in, which may include Incident Management, Problem Management, Knowledge Management, Change Management, Service Asset and Configuration Management, and Service Desk Management. The position is operations-focused and includes execution and continual service improvement activities. The position requires interaction with internal and external contacts to obtain pertinent information. The jobholder works independently with minimal supervision as well as a member of a team.
Education and Experience Required:
Bachelor's degree and a minimum of 3 years' Information Technology operations experience, or in lieu of a degree, a combined minimum of 7 years' higher education and/or work experience, including a minimum of 3 years' Information Technology operations experience

ITIL v3 Foundation Certification

Strong written and verbal communication skills

Proficiency using pertinent word processing, spreadsheet and presentation software

Good working knowledge of IT operations and ITIL disciplines

Strong and effective time management skills

Strong organizational skills

Experience working independently and functioning as a member of a project team


Experience communicating important information and focusing on client requirements

Experience interacting effectively with all levels of personnel, including senior management

Education and Experience Preferred:
One or more advanced ITSM/ITIL certifications and/or training courses completed

Demonstrated success developing and leading initiatives, both self-driven and via direction

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