Director - Technology - Infrastructure 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 Preposition

Always On – You will be responsible for designing and operating highly available infrastructure with measurable uptime, proactive failover strategy, and engineered recovery capabilities — critical for trading, payments, and customer channels.

Cost and Performance discipline – You will be expected to build standardized, automated infrastructure platforms that accelerate application onboarding and support global delivery models across FCB environments. Align infrastructure roadmap with enterprise architecture, cloud adoption strategy, and modernization initiatives (including hybrid, automation, and platform engineering).

Job Details

Position Title:  Director Infrastructure Engineering

Career Level:  L4

Job Category: Director

Role Type: Hybrid

Job Location: Bangalore

About the Team:

You will lead a team of 30+ infrastructure operations engineers providing 2 shifts coverage from First Citizens India, provide guidance, support, and mentorship to ensure high performance and employee engagement.

Foster a culture of accountability, collaboration, and continuous improvement within the team.

Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to team policies, procedures, and efficiencies to meet objectives.

Manages the performance, training, and evaluation of assigned staff.

Impact:

The role acts as the catalyst for service excellence while promoting accountability for stable, secure, and resilient platforms and products to enable First Citizens Bank’s Clients and customers. The ideal candidate for this role will possess deep technical infrastructure skills with previous experience of playing a global leadership role managing operations and engineering functions. The candidate also needs to be able to demonstrate a commercial orientation, operational excellence and flair for emerging technologies and frameworks.

Key Deliverables (Duties and Responsibilities)

• Oversee the bank’s IT infrastructure, including data centers, hybrid cloud platforms, public cloud (AWS/Azure), networks, storage, and core banking systems.
• Ensure system uptime, scalability, and resilience to meet the demands of 24/7 banking operations.
• Lead efforts to modernize legacy systems and integrate new technologies to improve operational efficiency.
• Develop and monitor key performance indicators (KPIs) to ensure high availability, performance, and reliability of systems for FCI.
• Implement robust ITIL-based processes for incident, problem, and change management.
• Manage disaster recovery (DR) and business continuity planning (BCP) to minimize disruptions to banking services.
• Ensure compliance with local India specific and financial industry regulations, including FFIEC guidelines, and other relevant standards set forth by the global security and compliance group for the bank.
• Collaborate with cybersecurity teams to implement robust security controls to protect customer data and banking systems.
• Support audits, regulatory reviews, and risk assessments related to IT infrastructure and operations
• Lead, mentor, and develop a team of infrastructure and operations professionals, including managers, engineers, and support staff.
• Foster a culture of innovation, accountability, and customer-centric service delivery.
• Negotiate contracts and SLAs with vendors to ensure cost-efficiency and performance.

Skills and Qualification (Functional and Technical Skills)

Education & Experience:

• Bachelor's Degree with 20+ years of experience in 24* (5/7) support, ITIL certification would be a plus.
• Familiarity with cloud platforms (e.g., AWS, Azure) and modern tools for automation and orchestration.
• Industry certifications such as CISSP, AWS Certified Solutions Architect, ITIL Expert, or PMP.
• Experience leading infrastructure modernization projects in a banking or highly regulated environment.
• Background in Banking or fintech or similar domains

Vendor Management:

• Develop and maintain strong relationships with external vendors providing support services.
• Negotiate contracts, service level agreements (SLA’s) and terms of engagement with vendors.
• Monitor vendor performance against the SLA’s, service quality and take necessary actions to address any deviations.

Insourcing Strategy:

• Identify opportunities for insourcing roles and work currently being outsourced to external vendors
• Develop a strategic plan for transitioning outsourcing functions back in-house, considering the cost, efficiency, and quality.
• Collaborate with relevant stakeholders to gain support and alignment for insourcing initiatives.

Technical Skills:

• Experience with core banking platforms, payments systems, and high-availability environments.
• Familiarity with IT frameworks like ITIL, DevOps, and Agile.
• Knowledge of regulatory requirements (e.g., SOX, PCI DSS, GDPR) and cybersecurity standards.
• Proven track record in large-scale cloud migrations and on-premises operations.
• Proficiency in on-premises infrastructure technologies, including virtualization (VMware, Hyper-V), networking, and storage.
• Deep knowledge of cloud platforms (AWS, Azure, GCP) and their services (compute, storage, networking, etc.).
• Experience with hybrid tools and platforms (e.g., Kubernetes, Terraform, VMware Tanzu, CloudEndure).
• Strong understanding of cybersecurity, IAM, and regulatory compliance frameworks.

Leadership Qualities:

• Proven ability to lead teams in high-pressure, mission-critical environments.
• Strong strategic planning, decision-making, and problem-solving capabilities.
• Excellent communication and interpersonal skills, with experience engaging executives, regulators, and business stakeholders.

Relationships & Collaboration:

You would be working closely with the following teams:

Infrastructure & Platform Teams: To coordinate incident resolution, patching, capacity management, and performance tuning.

Application Support & Development Teams: To triage production issues, validate releases, and ensure application health post-deployment.

Cybersecurity & SOC Teams: To align monitoring, alerts, and response actions with security incident management.

Network Operations (NOC) Teams: For end-to-end visibility and root cause analysis of connectivity or latency issues.

IT Service Management (ITSM) / Service Desk: To maintain ticket flow, escalation protocols, and accurate incident communication.

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.