Director – Technical Major Incident Manager

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

• The Director, Infrastructure Engineering - Technical Major Incident Manager serves as the senior technical authority responsible for leading the response, coordination and resolution of critical technology incidents across the enterprise. Operating as an Individual Contributor, the role drives rapid service restoration, incident command, technical escalation management, root cause elimination, operational resilience and service reliability improvements across infrastructure, cloud, and application ecosystems.
• Working closely with Infrastructure Operations, Server, Virtualization, Unix, Network, Database, Storage, Backup, Container platform, Security, Application Support and Vendor teams. The role drives operational excellence, incident response maturity, governance, stakeholder engagement, and service reliability across the enterprise technology landscape
• The position partners with Engineering, Infrastructure, SRE, Application Support, Cybersecurity and Vendor teams to minimize business impact during major incidents, improve incident response effectiveness and prevent recurring service disruptions through continuous improvement and reliability engineering practices

Job Details

Position Title: Director, Infrastructure Engineering (Individual Contributor)

Career Level:  P6

Job Category: Director (Individual Contributor)

Role Type: Hybrid

Job Location:  Bangalore

About the Team:

This role operates within the Infrastructure Operations function and is responsible for ensuring the stability, availability, performance, and operational excellence of enterprise infrastructure services. Working closely with Server, Virtualization, Unix, Network, Database, Storage, Backup, and Security teams, applications teams etc.. the role supports day-to-day operations, incident resolution, service restoration, operational improvements, automation initiatives, and continuous service optimization across the infrastructure landscape.

Key Deliverables (Duties and Responsibilities)

Major Incident Management

• Lead and coordinate P1/P2/P3 major incidents across infrastructure and application domains
• Act as Technical Incident Commander during critical business-impacting outages
• Drive technical triage, escalation management, service restoration and executive communications.
• Facilitate post-incident reviews and corrective action tracking

Problem Management & Prevention

• Review incident trends and identify systemic risks
• Drive root cause analysis and permanent resolution of recurring issues
• Analyze incident trends and identify systemic reliability gaps
• Partner with Operations & engineering teams to implement resilient and scalable solutions
• Ensure lessons learned are translated into measurable operational improvements
• Govern RCA quality and effectiveness of corrective action

Reliability Engineering Governance

• Establish reliability scorecards and operational health measures
• Drive reliability maturity assessments
• Define operational reliability standards across multiple technology domains
• Identify operational risks and implement preventive measures to minimize outages
• Support observability, monitoring, event management and alert optimization initiatives

Operational Excellence

• Drive operational excellence by ensuring adherence to established operational procedures, standards, and service management processes
• Continuously identify opportunities to improve service reliability, operational efficiency, and infrastructure performance
• Develop and maintain operational runbooks, standard operating procedures (SOPs), and technical documentation
• Promote automation and process optimization to reduce manual effort, operational risks, and repetitive tasks
• Analyze operational trends, recurring incidents, and service issues to recommend preventive and corrective actions
• Monitor and improve key operational metrics, including service availability, incident reduction, SLA compliance, and operational efficiency

Automation & AI Strategy

• Lead operational automation programs
• Drive adoption of AIOps capabilities
• Expand self-healing operational practices
• Reduce operational toil through workflow automation

Technical Leadership & Talent Partnership

Although operating as an Individual Contributor, this role serves as a senior technical leader across the organization

Capability Development

• Mentor and upskill team members to enhance technical capabilities and foster a culture of continuous learning.
• Drive technical communities of practice

Cross-Functional Leadership

• Lead strategic programs through influence
• Align stakeholders toward reliability outcomes
• Coordinate initiatives across Global Teams

Accountability

Accountable For

• Leading Major Incident Command and rapid service restoration during critical technology outages.
• Driving Infrastructure Stability, service availability, and operational resilience across enterprise platforms
• Owning end-to-end Major Incident Management, escalation governance, and stakeholder communications
• Driving Problem Management, root cause analysis, and permanent issue resolution to prevent recurrence
• Advancing Reliability Engineering and SRE practices to improve service performance and resilience
• Establishing and governing Observability, monitoring, and alert optimization capabilities
• Driving Automation and self-healing initiatives to reduce operational risk and manual effort
• Improving Reliability Maturity through continuous service improvement and operational excellence
• Providing technical leadership and contributing to capability development across infrastructure and operations teams
• Demonstrating ownership, accountability, and availability during critical incidents and high-impact business events
• Partnering with engineering and support teams to deliver sustainable solutions that enhance service reliability and prevent future disruptions

Skills and Qualification (Functional and Technical Skills)

• 19+ years of experience in Infrastructure Operations, Production Support, Technical Operations, Enterprise Technology Services, or Operations Management within large-scale 24x7 enterprise environments
• Bachelor’s degree in engineering, Computer Science, Information Technology, MCA, or related discipline
• Proven experience leading and supporting enterprise infrastructure environments across Windows Server, Linux/AIX, VMware Virtualization, Network Services, Databases, Storage, Backup, Container platform etc..) and application support
• Strong technical knowledge of Windows Server Administration, VMware vSphere/ESXi/vCenter/Hyper-V, Linux & AIX, Routing & Switching, DDI (Infoblox, Efficient IP), Load Balancers (F5, A10), Cisco ISE/NAC, Wireless Technologies (Aruba, Cisco), and Automation Platforms (Ansible, Gluware)
• Experience supporting and managing Oracle, Microsoft SQL Server, PostgreSQL, SAN, NAS and Commvault environments
• Strong understanding of Infrastructure Operations, Service Delivery, Incident Management, Problem Management, Change Management, and Service Request Fulfillment processes
• Demonstrated experience driving operational excellence, infrastructure stability, service availability, process standardization, automation, and continuous improvement initiatives
• Strong knowledge of ITIL frameworks and enterprise operational governance practices
• Experience working with cross-functional teams, technology vendors, and business stakeholders to ensure the delivery of reliable and secure infrastructure services
• Experience within Financial Services, Banking, or other highly regulated enterprise environments is preferred
• Excellent stakeholder management, communication, collaboration, and problem-solving skills

Technical Proficiency

• Hands-on experience in at least three of the following technology domains:
  • Windows Server Administration
  • Virtualization Platforms (VMware vSphere, ESXi, vCenter, Hyper-V)
  • Unix Systems (Linux & AIX)
  • Network Services & Platforms: Routing & Switching, DDI (Infoblox, EfficientIP), Load Balancers (F5, A10), Cisco ISE/NAC, Wireless (Aruba, Cisco), Gluware, and Ansible Automation Platform.
  • Database (Oracle, MSSQL, Postgres SQL)
  • Storage & Backup Technologies (SAN, NAS, NetApp, EMC, Veeam, Commvault)
  • Container Platforms
• Experience with automation and operational tooling is preferred
• Working knowledge of Ansible, Python, Shell Scripting, and PowerShell
• Ability to identify and implement automation opportunities that improve incident response, operational efficiency, and service reliability
• Artificial Intelligence & Productivity Tools
• Experience using Generative AI (GenAI) tools to enhance incident analysis, reporting, knowledge management, and operational effectiveness

Preferred Certifications

• ITIL Foundation / ITIL 4 Managing Professional
• Site Reliability Engineering (SRE) Certification
• Major Incident Management or IT Service Management (ITSM) Certification
• DevOps Certifications (DevOps Foundation, Azure DevOps, etc.)
• Cloud Certifications (AWS, Microsoft Azure, Google Cloud Platform)
• Six Sigma Green Belt
• VMware Certified Professional (VCP)
• Red Hat Certified Engineer (RHCE) / RHEL Certification
• Automation Certifications (Ansible, Python, PowerShell preferred)

Relationships & Collaboration

• Reports to: Senior Director – Technology
• Partners with:
  • Executive Leadership
  • Technology Leadership
  • Enterprise Architecture
  • Engineering Organizations
  • Risk & Compliance
  • Operations Leadership
  • Business Technology Leaders

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodation at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.