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 perf