Senior Manager - Application Support

Silicon Valley Bank; Karnataka; On-site; INR 3,000,000 - 6,500,000; Full time

Job summary

FC Global Services India LLP (First Citizens India) in Bengaluru is seeking a Senior Manager – Application Support to lead a team delivering critical support for core financial applications. The role focuses on incident, problem, change management, and ensuring high availability across enterprise systems.

You will manage a team of 10+ associates, drive process improvements, and collaborate with US teams and senior leaders to meet SLA commitments and budget goals.

Qualifications

• 14+ years of experience in Application Support & Maintenance.
• Experience managing a team of 10+ associates.
• BE or MCA Degree in computer science or related field.
• ITIL foundation certification preferred.

Responsibilities

• Lead application support engineers with guidance and governance.
• Oversee incidents, requests, problems, and changes with timely resolution and stakeholder communication.
• Manage problem management, change control, critical incident handling, escalations, and RCA.
• Monitor application performance and availability; proactively identify issues.
• Drive process improvements and ensure KPIs/SLAs are met or exceeded.
• Collaborate with development, infrastructure, and security teams.
• Maintain knowledge base of common issues and solutions.
• Engage with product, development teams and senior leadership as needed.
• Oversee budgets, schedules, and team objectives in alignment with governance.

Skills

Incident Management

Problem Management

Change Management

Leadership

JEE & Enterprise Technologies

ServiceNow

Oracle

SQL

Monitoring Tools

AppDynamics

Splunk

Kafka

SOA

OpenShift

AWS

Azure

Financial Domain Knowledge

Education

BE in Computer Science or related field

MCA in Computer Science or related field

ITIL Foundation Certification

Tools

ServiceNow

Oracle

SQL

AppDynamics

Splunk

Kafka

SOA

OpenShift

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 supporting most complex and business critical applications through strong Incident & Problem management process.

• Position Title: Senior Manager – Application Support
• Career Level: L2
• Job Category: Assistant Vice President
• Role Type: Hybrid
• Job Location: Bangalore

About the Team: As part of Commercial Bank Application Support Team we are responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.

Key Deliverables (Duties and Responsibilities)

• Manage application support engineers providing guidance and leadership.
• Hands on experience on managing Incidents & Requests, ensuring timely resolution and communication with stakeholders.
• Experience in Problem management, change management, critical incident management, manage escalations, communication, drive technical troubleshooting, resolution and RCA.
• Monitor Application performance and availability, proactively identifying potential issues.
• Drive communication, process improvement, process adherence within the team and enhance efficiency and effectiveness.
• Working collaboratively with other IT teams including development, Infrastructure, and security.
• Maintaining and updating a knowledge base of common issues and solutions.
• Communicate effectively with internal and external stakeholders, including product, development teams and senior leadership.
• Evaluate and improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality.
• Managed Internal and external Audit reviews and provided all supportive documents.
• Manages budgets, schedule, operational plans and performance requirements for the Team.
• Responsible for meeting budgetary goals and objectives.
• Implements & Enforce policies, procedure, guidelines and defines benefits realization approach to meet expect achievement for specified area of responsibility.
• Prepare monthly governance meetings and ensure SLA compliance.
• Ensure that Application & Product Support KPIs/SLAs are met or exceeded.
• Contribute strategic insight and provide feedback on a wide range of ideas for production stability based on experience and through periodic review of analytical data.
• Provide hands‑on guidance and leadership to team; provide mentorship and promote career development of team members.

Skills and Qualification (Functional and Technical Skills)

• High degree of professionalism with the ability to influence and effect change within an organization.
• Excellent oral and written communication skills as well as positive, customer-focused interpersonal skills and attitude.
• Excellent experience in Incident, Request, Problem, & Change Management processes.
• Excellent collaboration skills, ownership & accountability.
• Preferred support knowledge related to JEE & Enterprise Technologies, microservice based applications.
• Strong technical skills and tools knowledge in: ServiceNow, Oracle, SQL, Monitoring Tools like Appdynamics, Splunk, Kafka, SOA, Open shift.
• Experience of supporting cloud based application, good knowledge in AWS, Azure.
• Must Have Financial Domain knowledge with various module like Online Banking & Digital Channel, Core Banking, Payment Solution, Risk & Fraud Solution, Onboarding & CRM solutions.
• Minimum of 14+ years of experience in Application Support & Maintenance.
• Experience in managing team of 10 or more associates.
• BE or MCA Degree in computer science or related field.
• ITIL foundation certification preferred.

Leadership Qualities

• Clearly conveys ideas and listens actively.
• Inspiration: Motivates and encourages the team to achieve their best.
• Influence: Extensive stakeholder management experience and ability to influence people.
• Driving strategic and technical initiatives.
• Relationships & Collaboration.

Reports to: Associate Director – Application Support Engineering.

Partners: Senior leaders and cross-functional teams across geographies ( US team).

Leads: A team of Application Support Engineering associates.

Accessibility Needs: We are committed to providing an inclusive and accessible hiring process. If you require accommodations 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.

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.

First Citizens BancShares, Inc., a top 20 U.S. financial institution with more than $200 billion in assets and a member of the Fortune 500™ is the financial holding company for First-Citizens Bank & Trust Company("First Citizens Bank"). Headquartered in Raleigh, N.C., First Citizens Bank has built a unique legacy of strength, stability and long‑term thinking that has spanned generations. Visit: https://www.firstcitizens.com/