Principal Infrastructure Engineer - Major Incident Manager

Silicon Valley Bank; Karnataka; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

FC Global Services India LLP (First Citizens India) in Bengaluru seeks a Principal Infrastructure Engineer - Major Incident Manager to lead critical production incidents, drive rapid service restoration, and coordinate technical response across applications, cloud platforms, and infrastructure.

You will partner with Engineering, SRE, Cybersecurity, and Operations to strengthen reliability, implement observability, run post-incident reviews, and champion actions that reduce MTTR and future risk.

Qualifications

• Experience leading major incident management and incident command.
• Strong collaboration with engineering, SRE, cybersecurity, and operations teams.
• Ability to communicate with executive leadership.

Responsibilities

• Serve as Incident Commander for major incidents across enterprise systems.
• Lead end-to-end major incident management activities including assessment, prioritization, escalation, responder engagement, technical coordination, recovery execution, and service restoration.
• Coordinate across Infrastructure, Cloud, Network, Database, Middleware, Applications, Cybersecurity, and SRE teams.
• Drive technical triage and root-cause isolation to restore service.
• Ensure incidents comply with ITSM, risk, and regulatory requirements.

Skills

Major Incident Management

Incident Commander

Technical Leadership

SRE / Site Reliability Engineering

Incident Response

Job description

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 focused on business recovery and root cause isolation.
• Challenge incomplete technical updates, validate remediation approaches, and remove operational blockers during critical situations.
• Make informed decisions under pressure while maintaining clear ownership, accountability, and resolution momentum.
• Ensure incidents are managed in accordance with established ITSM, operational risk, and regulatory requirements.

Service Reliability & SRE Partnership

• Partner with Site Reliability Engineering (SRE), Production Support, and Engineering teams to improve service reliability and operational resilience.
• Promote adoption of reliability engineering practices including:
  • Service Level Indicators (SLIs)
  • Service Level Objectives (SLOs)
  • Service Level Agreements (SLAs)
  • Error Budgets
  • Observability
  • Proactive Monitoring
  • Event Correlation
  • Capacity Planning
  • Operational Readiness Reviews
• Identify recurring incidents, systemic weaknesses, and reliability risks across technology platforms.
• Contribute to the continuous improvement of operational stability through automation, monitoring enhancements, and process optimization.
• Support operational readiness for major releases, infrastructure transformations, and cloud migrations.

Incident Analysis & Continuous Improvement

• Lead Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) activities.
• Partner with Problem Management teams to identify corrective and preventive actions.
• Ensure action items are tracked through closure and measurable service improvements are achieved.
• Drive improvements to runbooks, knowledge articles, operational procedures, escalation paths, and response frameworks.
• Identify opportunities to reduce Mean Time to Detect (MTTD), Mean Time to Restore (MTTR), and recurring service disruptions.

Reporting & Operational Insights

• Produce executive-level incident communications and reporting.
• Develop and publish operational dashboards and metrics including:
  • MTTD
  • MTTA
  • MTTR
  • Incident Volumes
  • Availability Metrics
  • Escalation Trends
  • SLA Compliance
  • Recurring Incident Analysis
• Provide actionable insights to technology leadership regarding operational health and service reliability.

Stakeholder Management & Communication

• Provide timely, accurate, and concise communication to executive leadership, business stakeholders, and technical teams during major incidents.
• Translate complex technical issues into business impact language suitable for senior leadership.
• Lead stakeholder