Principal infrastructure Engineer - Technical Major Incident Manager

svb; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

FC Global Services India LLP (First Citizens India), part of First Citizens BancShares, is seeking a Principal Infrastructure Engineer to lead and manage high-priority infrastructure incidents affecting critical services. This hybrid role is based in Bangalore and involves coordinating cross-functional teams across Windows, Unix, Network, Database, Storage, and more to restore services.

The ideal candidate will bring 12+ years of experience in technology operations, major incident management,

Qualifications

• Bachelor's degree required in CS/IT/Engineering or related field.
• 12+ years of experience in Technology Operations, Major Incident Management, Production Support, SRE, Network/Infrastructure Operations.

Responsibilities

• Lead and manage P1/P2/P3 major incidents with cross-functional teams.
• Coordinate incident bridge calls and executive communications; ensure timely restoration.
• Facilitate Post-Incident Reviews (PIRs) and RCA activities; track corrective actions.
• Publish major incident reports, trends, and service improvement recommendations.
• Drive continuous service improvement to reduce incident volumes and improve stability.

Education

Bachelor's degree in Computer Science, Information Technology, Engineering

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

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