Principal Infrastructure Engineer - 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 Responsible for enhancing the reliability, resilience, and stability of enterprise IT services through effective Major Incident Management and rapid service restoration. Leading the command, coordination, and technical response for critical production incidents impacting business-critical applications, infrastructure, cloud platforms, and customer-facing services. Acting as the central Incident Commander during high-severity incidents, driving technical triage, root cause identification, resolution, and minimizing business impact and operational risk. Partnering with Engineering, SRE, Infrastructure, Cybersecurity, and Application teams to strengthen platform reliability, operational resilience, monitoring, automation, and service maturity. Job Details Position Title:  Principal infrastructure Engineer – Major Incident Manager Career Level:  P4 Job Category: Assistant Vice President Role Type: Hybrid Job Location:  Bangalore About the Team: The Major Incident Management Team serves as the central command function for critical incidents across global operations, providing 24x7 coverage through teams in India and the US. Focused on rapid recovery and business continuity, the team leads coordinated incident response, promotes industry best practices, drives continuous improvement, and strengthens operational resilience to support a world-class financial institution. Key Deliverables (Duties and Responsibilities) Major Incident Command & Technical Leadership Serve as the Incident Commander for major incidents across enterprise applications, cloud platforms, infrastructure, databases, and network services. Lead end-to-end major incident management activities including incident assessment, prioritization, escalation, responder engagement, technical coordination, recovery execution, and service restoration. Direct technical bridge calls and facilitate collaboration among Infrastructure, Cloud, Network, Database, Middleware, Application Development, Cybersecurity, Vendor, and SRE teams. Drive structured technical triage and ensure investigation efforts remain…