mtb
Technology Senior Manager - Service Reliability & Operations
- Compensation
- Not disclosed
- Location
- Buffalo, NY
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 4+ years
- Category
- Not specified
- Posted
Skills
Must have
- A combined minimum of 13 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 9 years' technology management / program leadership experi
- Deep expertise in Incident, Problem, Change, and Major Incident Management.
- Strong understanding of ITIL practices and operational 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 within complex hybrid environments, including cloud and on-premises platforms.
- Demonstrated success leading organizational transformation and developing high-performing teams.
Nice to have
- Bachelor's degree in a technology, engineering, or business-related field.
- ITIL v4 certification or equivalent.
- 10-15 years of progressive leadership experience in technology operations, infrastructure, or IT service management.
- Experience with AIOps, automation, and advanced analytics platforms.
- Familiarity with Azure and cloud operations.
- Experience leading Command Center or NOC organizations.
- Financial services or other highly regulated industry experience.
Full description
Position Summary
The Tech Senior Manager for Service Reliability & Operations is responsible for leading the strategy, governance, modernization, and continuous improvement of the capabilities that support 24x7x365 technology operations. This leader will drive operational excellence across Incident, Problem, Change, Major Incident, and Command Center operations while advancing the organization's use of automation, AI, observability, and analytics to improve service reliability and customer outcomes.
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Working closely with Infrastructure, Cybersecurity, Application Development, and business stakeholders, this role will identify opportunities to enhance operational performance, remove organizational barriers, reduce operational risk, and establish modern service management practices that enable stable, resilient technology services.
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Key Responsibilities
Operational Leadership
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Provide strategic leadership for technology operations and service management functions.
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Establish and execute a roadmap for operational modernization, automation, and continuous improvement.
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Drive operational excellence across enterprise technology services and support functions.
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Service Management Oversight
Provide operational oversight for:
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Incident Management
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Major Incident Management
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Problem Management
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Change Management and CAB
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Infrastructure Command Center Operations
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Production Support
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Operational Readiness
Operational Excellence & Modernization
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Advance Problem Management maturity through proactive analysis, root cause management, and trend identification.
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Modernize Change Management through automation, risk-based controls, and streamlined processes.
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Enhance operational routines, governance, and performance measurement frameworks.
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Drive the adoption of AI, automation, and advanced analytics to improve operational effectiveness.
Observability, Analytics & Reporting
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Develop best-in-class operational reporting and executive dashboards.
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