Associate Director - SRE Support Engineering

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 the operational reliability, availability, performance, and resilience of the bank's business-critical applications and technology platforms.

Responsible for managing Production Support, Site Reliability Engineering (SRE), Infrastructure Operations, Incident Management, Problem Management, and Continuous Service Improvement while ensuring compliance with banking regulations, security standards, and operational risk frameworks.

Defining support strategy, ensuring application stability and performance, and collaborating with other stakeholders to align technology with business objectives.

Job Details

Position Title: Associate Director SRE Support Engineering

Career Level: L3

Job Category: Vice President

Role Type: Hybrid

Job Location: Bangalore

About the Team:

As part of Global command center team we are responsible for supporting most complex business critical applications and infrastructure with measurable requiring integration across functions with broad impact on business processes, delivering quality support to users.

Key Deliverables:

• IT & Business Strategy: Partners with senior management to develop and implement IT strategies aligned with the company's business goal's and objectives. Establishes and monitors expectations to achieve company and department goals.
• Site Reliability Engineering (SRE) : Build and mature SRE capabilities across the organization. Define and manage Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Error Budgets. Drive automation of operational tasks to reduce manual intervention. Improve platform resilience, scalability, reliability, and observability. Implement proactive health checks and reliability engineering practices. Conduct post-incident reviews (RCA/PIR) and ensure corrective actions are completed. Champion DevOps and Platform Engineering initiatives.
• Platform & Application Support: Enhance performance, reliability, availability and observability of the various banking platforms and improve End-User experience. Applies broad knowledge of process/service capabilities to identify new risk areas, new process updates to evaluate & improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality
• Infrastructure Operations & Support : Oversee support for:
  • Servers (Windows/Linux)
  • Cloud platforms (Azure, AWS, GCP)
  • Virtualization platforms
  • Container platforms
  • Databases (Oracle, SQL Server, PostgreSQL, MySQL)
  • Middleware and Integration platforms
  • Storage and Backup solutions
  • Network support coordination
• Ensure infrastructure capacity planning and lifecycle management. Maintain high availability architecture and disaster recovery readiness.
• Technical Expertise: Responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization. Proficiency in troubleshooting and resolving complex technical issues. Own Major Incidents and lead bridge calls during critical outage impacting the mission critical applications. Coordinate recovery efforts across applications, infrastructure, network, and vendor teams. Drive automation and Good understanding on APM Tools like Dynatrace and building observability.
• Team Leadership: Lead and mentor multi-disciplinary teams across application support, SRE, and infrastructure operations. Develop succession planning and talent development programs. Foster a culture of accountability, continuous improvement, and operational excellence.
• Vendor Management- Owns performance SLAs, contract negotiations, renewals, and vendor risk management — ensuring vendors meet availability, stability, and recovery expectations.

Skills and Qualification (Functional and Technical Skills)

• Experience in leading SRE team for Application and Infrastructure teams of observability operations engineers
• Knowledge related to JEE & Enterprise Technologies, microservice based applications.
• Deep knowledge in Cloud platforms ( AWS, Azure) and on-premises infrastructure technologies including virtualization, networking and storage
• Experience with hybrid platforms like Kubernetes, VMware
• Experience in driving automation with AI capabilities
• Technical skills and tools knowledge in: ServiceNow, Oracle, SQL, Monitoring Tools like Dynatrace
• Minimum of 16+ years of experience in 24*7 support model
• BE or MCA Degree in computer science or related field
• Familiarity with IT frameworks like ITIL, DevOps and Agile
• Financial Services/Banking experience, Large Financial Institution (LFI) (or similarly complex environment) preferred
• Excellent experience in Incident, Request, Problem, & Change Management processes
• Excellent collaboration skills, ownership & accountability

Leadership Qualities

• Communication: 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: Director – Technology

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

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.