Location: Amherst, NY
Assists in analyzing and ensuring operational efficiencies for Transmission Support Services (TSS). Provides support for new and modified transmission protocols, including FTM (File Transfer Manager) and FTP (File Transfer Protocol) transmissions. Provides daily support of customer issues and problem resolution support to more experienced personnel.
Create, test and maintain all new and existing Commercial customer transmissions, including adding users to the system, adding appropriate information in the customer comment section, creating event rules for incoming and outgoing transmissions, submitting firewall requests to add client IP address to our firewall, working with application to get correct test/production job names and coordinate testing, setting-up mainframe job to process test/production file, working with customer to test connectivity for transmission set-up, completing special coding for non-standard transmissions, installing quarterly service patches and creating and maintaining departmental procedures as necessary to serve as a reference for activity.
Monitor transmissions and respond to research requests related to transfer dates and times from Commercial Customer Service to ensure their resolution within established timeframes.
Address escalated requests from Level I support (Data Center, Commercial Customer Service) and work with the client area to either resolve or escalate to Level 3 support for resolution,
Monitor transmission platforms for failed transmissions, the completion of research to determine the reason for the failure (connection issues, login issues, etc.) and notification to clients and customers to re-send or correct a transmission as required. Resolve automatically opened transmission failures incident tickets within established timeframes and ensure documentation of appropriate information on closed tickets to provide a record for future reference.
Manage calls from the internal TSS hotline and ensure timely resolution of issues within established timeframes.
Participate in required meetings to represent the interests of TSS.
Open, update, review and finalize weekly changes for Transmissions that need to move to production. Ensure all proper information is entered into the change record, customer names, jobs associated and push to next approval level for management approval prior to established deadlines.
Understand firewalls and how they work in a distributed environment as TSS utilizes the firewalls for all transmission platforms.
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.
MINIMUM QUALIFICATIONS REQUIRED:
Bachelor’s degree and a minimum of 3 years’ transmissions systems 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’ transmissions systems experience.
Understanding of data transmission concepts and facilities.
Proven verbal and written communication skills.
Proven customer service skills.
IDEAL QUALIFICATIONS PREFERRED:
Good understanding of data transmission concepts and facilities, including, but not limited to, FTP (File Transfer Protocol), HTTP/HTTPS (Hypertext Transfer Protocol (Secure), Connect Direct, PGP (Pretty Good Privacy), SSL (Secure Sockets Layer) and SFTP (Secure File Transfer Protocol).
Proficiency with personal computers, with exposure to personal computer and mainframe applications.
Good knowledge of MVS (Multiple Virtual Storage) concepts and facilities, library management and migration methodology and various automation products.
Technical knowledge of CA7 (Computer Associates 7), CICS (Customer Information Control System) and JCL (Job Control Language), as well as other utilities related to Z/OS operating system.
Ability to be a team player and interact with all levels of personnel.
Ability to independently manage multiple tasks concurrently.
Ability to work off hours as needed to provide production support and cover necessary workload.
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.