Senior Principal - Application Support Engineer

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

The Senior Principal Infrastructure Engineer - Technical Major Incident Manager serves as the senior technical authority responsible for leading the response, coordination and resolution of critical technology incidents across the enterprise. Operating as an Individual Contributor, the role drives rapid service restoration, incident command, technical escalation management, root cause elimination, operational resilience and service reliability improvements across infrastructure, cloud, and application ecosystems.

Working closely with Infrastructure Operations, Server, Virtualization, Unix, Network, Database, Storage, Backup, Container platform, Security, Application Support and Vendor teams. The role drives operational excellence, incident response maturity, governance, stakeholder engagement, and service reliability across the enterprise technology landscape

The position partners with Engineering, Infrastructure, SRE, Application Support, Cybersecurity and Vendor teams to minimize business impact during major incidents, improve incident response effectiveness and prevent recurring service disruptions through continuous improvement and reliability engineering practices

Job Details

Position Title: Senior Principal Infrastructure Engineer

Career Level: P5

Job Category: Vice President

Role Type: Hybrid

Job Location: Bangalore

This role operates within the Infrastructure Operations function and is responsible for ensuring the stability, availability, performance, and operational excellence of enterprise infrastructure services. Working closely with Server, Virtualization, Unix, Network, Database, Storage, Backup, and Security teams, applications teams etc.. the role supports day-to-day operations, incident resolution, service restoration, operational improvements, automation initiatives, and continuous service optimization across the infrastructure landscape.

Key Deliverables (Duties and Responsibilities)

Major Incident Management

Lead and coordinate P1/P2/P3 major incidents across infrastructure and application domains

Act as Technical Incident Commander during critical business-impacting outages

Drive technical triage, escalation management, service restoration and executive communications.

Facilitate post-incident reviews and corrective action tracking

Problem Management & Prevention

Review incident trends and identify systemic risks

Drive root cause analysis and permanent resolution of recurring issues

Analyze incident trends and identify systemic reliability gaps

Partner with Operations & engineering teams to implement resilient and scalable solutions

Ensure lessons learned are translated into measurable operational improvements

Govern RCA quality and effectiveness of corrective action

Reliability Engineering Governance

Establish reliability scorecards and operational health measures

Drive reliability maturity assessments

Define operational reliability standards across multiple technology domains

Identify operational risks and implement preventive measures to minimize outages

Support observability, monitoring, event management and alert optimization initiatives

Operational Excellence

Drive operational excellence by ensuring adherence to established operational procedures, standards, and service management processes

Continuously identify opportunities to improve service reliability, operational efficiency, and infrastructure performance

Develop and maintain operational runbooks, standard operating procedures (SOPs), and technical documentation

Promote automation and process optimization to reduce manual effort, operational risks, and repetitive tasks

Analyze operational trends, recurring incidents, and service issues to recommend preventive and corrective actions

Monitor and improve key operational metrics, including service availability, incident reduction, SLA compliance, and operational efficiency

Automation & AI Strategy

Lead operational automation programs

Drive adoption of AIOps capabilities

Expand self-healing operational practices

Reduce operational toil through workflow automation

Technical Leadership & Talent Partnership

Although operating as an Individual Contributor, this role serves as a senior technical leader across the organization

Capability Development

Mentor and upskill team members to enhance technical capabilities and foster a culture of continuous learning.

Drive technical communities of practice

Cross-Functional Leadership

Lead strategic programs through influence

Align stakeholders toward reliability outcomes

Coordinate initiatives across Global Teams

Accountability

Accountable For

Leading Major Incident Command and rapid service restoration during critical technology outages.

Driving Infrastructure Stability , service availability, and operational resilience across enterprise platforms

Owning end-to-end Major Incident Management , escalation governance, and stakeholder communications

Driving Problem Management , root cause analysis, and permanent issue resolution to prevent recurrence

Advancing Reliability Engineering and SRE practices to improve service performance and resilience

Establishing and governing Observability , monitoring, and alert optimization capabilities

Driving Automation and self-healing initiatives to reduce operational risk and manual effort

Improving Reliability Maturity through continuous service improvement and operational excellence

Providing technical leadership and contributing to capability development across infrastructure and operations teams

Demonstrating ownership, accountability, and availability during critical incidents and high-impact business events

Partnering with engineering and support teams to deliver sustainable solutions that enhance service reliability and prevent future disruptions

Skills and Qualification (Functional and Technical Skills)

16+ years of experience in Infrastructure Operations, Production Support, Technical Operations, Enterprise Technology Services, or Operations Management within large-scale 24x7 enterprise environments

Bachelor’s degree in engineering, Computer Science, Information Technology, MCA, or related discipline

Proven experience leading and supporting enterprise infrastructure environments across Windows Server, Linux/AIX, VMware Virtualization, Network Services, Databases, Storage, Backup, Container platform etc..) and application support

Strong technical knowledge of Windows Server Administration, VMware vSphere/ESXi/vCenter/Hyper-V, Linux & AIX, Routing & Switching, DDI (Infoblox, Efficient IP), Load Balancers (F5, A10), Cisco ISE/NAC, Wireless Technologies (Aruba, Cisco), and Automation Platforms (Ansible, Gluware)

Experience supporting and managing Oracle, Microsoft SQL Server, PostgreSQL, SAN, NAS and Commvault environments

Strong understanding of Infrastructure Operations, Service Delivery, Incident Management, Problem Management, Change Management, and Service Request Fulfillment processes

Demonstrated experience driving operational excellence, infrastructure stability, service availability, process standardization, automation, and continuous improvement initiatives

Strong knowledge of ITIL frameworks and enterprise operational governance practices

Experience working with cross-functional teams, technology vendors, and business stakeholders to ensure the delivery of reliable and secure infrastructure services

Experience within Financial Services, Banking, or other highly regulated enterprise environments is preferred

Excellent stakeholder management, communication, collaboration, and problem-solving skills

Technical Proficiency

Hands-on experience in at least three of the following technology domains: Windows Server Administration

Virtualization Platforms (VMware vSphere, ESXi, vCenter, Hyper-V)

Unix Systems (Linux & AIX)

Network Services & Platforms: Routing & Switching, DDI (Infoblox, EfficientIP), Load Balancers (F5, A10), Cisco ISE/NAC, Wireless (Aruba, Cisco), Gluware, and Ansible Automation Platform

Database (Oracle, MSSQL, Postgres SQL)

Storage & Backup Technologies (SAN, NAS, NetApp, EMC, Veeam, Commvault)

Container platforms

Experience with automation and operational tooling is preferred

Working knowledge of Ansible, Python, Shell Scripting, and PowerShell

Ability to identify and implement automation opportunities that improve incident response, operational efficiency, and service reliability

Artificial Intelligence & Productivity Tools

Experience using Generative AI (GenAI) tools to enhance incident analysis, reporting, knowledge management, and operational effectiveness

Preferred Certifications

ITIL Foundation / ITIL 4 Managing Professional

Site Reliability Engineering (SRE) Certification

Major Incident Management or IT Service Management (ITSM) Certification

DevOps Certifications (DevOps Foundation, Azure DevOps, etc.)

Cloud Certifications (AWS, Microsoft Azure, Google Cloud Platform)

Six Sigma Green Belt

VMware Certified Professional (VCP)

Red Hat Certified Engineer (RHCE) / RHEL Certification

Automation Certifications (Ansible, Python, PowerShell preferred)

Relationships & Collaboration

Reports to: Director – Technology

Partners with:

Technology Leaders

Engineering Leaders

Infrastructure Leaders

Architecture Teams

Risk & Governance Organizations

Vendor Partners

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodation 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.