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…