Principal infrastructure Engineer – 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:

Job Description

Principal infrastructure Engineer – Technical Major Incident Manager

Value Proposition

• The principal infrastructure engineer is responsible for leading and managing high-priority (P1/P2/P3) infrastructure incidents impacting critical business services. The role serves as the central point of coordination during major incidents, driving technical bridge calls, facilitating collaboration across resolver teams, managing escalations, and ensuring the timely restoration of services.
• The Major Incident Manager is accountable for coordinating cross-functional teams, including Server, Virtualization, Unix, Network, Database, Storage, Backup, Security and other Support teams, to identify root causes, restore services, and minimize business impact. The individual must be capable of driving incident calls, maintaining executive-level communications, managing stakeholder expectations, and ensuring all incident activities are executed within established service management processes.

Job Details

Position Title: Principal Infrastructure Engineer

Career Level:  P4

Job Category: Assistant Vice President

Role Type: Hybrid

Job Location:  Bangalore

About the Team:

The Technical Major Incident Management (MIM) team provides 24x7 global coverage across India and the United States, leading the response and recovery of critical technology incidents. The team partners with Infrastructure, Engineering, Cybersecurity, SRE and other Support teams to ensure service availability, operational resilience and continuous improvement across enterprise platforms

Key Deliverables (Duties and Responsibilities)

Major Incident Leadership

• Lead and manage P1/P2/P3 major incident bridge calls, coordinating cross-functional technical teams to ensure timely service restoration
• Drive incident resolution efforts, escalations, and stakeholder communications throughout the incident lifecycle
• Facilitate Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) activities, ensuring corrective actions are tracked to closure
• Publish major incident reports, trend analysis, and service improvement recommendations
• Drive continuous service improvement initiatives focused on reducing incident volumes, minimizing business impact, and improving operational stability

Technical Operations Execution

• Lead and manage P1/P2/P3 major incident bridge calls, ensuring timely service restoration and minimal business impact
• Coordinate cross-functional infrastructure teams across Windows, Unix, Network, Database, Storage, Backup domains, Container Platform during critical incidents
• Drive technical operations execution by ensuring operational activities, service recovery actions, escalation procedures, and incident response processes are executed effectively and within SLA targets
• Facilitate stakeholder communications, executive updates, and incident governance throughout the incident lifecycle
• Lead Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and corrective action tracking to prevent recurring incidents
• Deliver incident reporting, operational trend analysis, and continuous service improvement initiatives to enhance service stability and operational efficiency

Reporting & Governance

• Prepare and publish major incident reports, dashboards, and operational metrics for leadership review
• Ensure compliance with Major Incident Management, Problem Management, and ITIL governance processes
• Track and report key performance indicators (KPIs) such as MTTR, incident trends, SLA compliance, and recurring incidents
• Facilitate Post-Incident Reviews (PIRs) and ensure Root Cause Analysis (RCA) reports and corrective actions are completed within agreed timelines
• Provide regular updates to stakeholders and senior management on incident performance, risks, and service improvement initiatives

Skills and Qualification

Qualifications Required

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, with 12+ years of experience in Technology Operations, Major Incident Management, Production Support, Site Reliability Engineering (SRE), Network Operations, Infrastructure Operations, and Enterprise Technology Services within large-scale environments.

Required Experience

• 12+ years of experience in Technology Operations, Infrastructure Operations, Production Support, Major Incident Management, Site Reliability Engineering (SRE), Network Operations, or Enterprise Technology Services
• Proven experience managing and leading P1/P2/P3 major incidents in large-scale enterprise environments
• Strong experience coordinating cross-functional teams across Windows, Unix/Linux, Virtualization, Network, Database, Storage, Backup, Cloud and Security domains
• Experience driving technical bridge calls, incident escalations, stakeholder communications, and service restoration activities
• Demonstrated experience in Problem Management, Root Cause Analysis (RCA), Post-Incident Reviews (PIRs), and Continuous Service Improvement initiatives
• Strong understanding of ITIL Incident, Problem, Change, and Service Management processes.
• Experience in executive reporting, operational governance, KPI tracking, and service performance management
• Proven ability to lead technical operations during critical incidents while maintaining focus on business impact, customer experience, and service availability

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, PostgresSQL)
• 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 (V3/V4 or higher)
• Site Reliability Engineering (SRE) Certification
• DevOps Certifications
• Six Sigma Green Belt or higher
• CCNA\ VMware Certified\ RHEL Certified

Relationships & Collaboration

• Reports to: Director - Technology
• Partners: Senior leaders and cross-functional teams across geographies (India and US team)

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.