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 (A maximum of 2 Unique value propositions that would make this role exciting)
- Enable organizations to deliver software updates with confidence by managing, scheduling, and testing releases to eliminate deployment failures, minimize system downtime, and ensure complete regulatory compliance.
- Accelerate the delivery of new features to production by bridging development and operations through automated workflows, cross-functional collaboration, and agile, iterative release cycles that maximize time-to-market and customer satisfaction.
Job Details
Position Title: Process Manager IT Operations
Career Level: P4
Job Category: ITPMP4I - IT Service Management Manager
Role Type: Hybrid
Job Location: Bengaluru
About The Team
The Release Management Process Owner is responsible for the day-to-day oversight and management of First Citizen's Technology Release Management processes. In this role the incumbent will define, enhance and rollout a process that enables new functionality to be implemented in production..
Impact (Job Summary/Why This Role Matters)
The ITIL Release Manager directly secures bank stability and reputation by reducing production incidents by up to 40%, increasing deployment speed by 75%, and enforcing mandatory compliance controls across the entire software delivery lifecycle, preventing costly downtime and regulatory penalties.
an ITIL Release Manager is a critical, strategic role that ensures the safe, compliant, and efficient deployment of software changes. The role acts as a conductor of the release life cycle, bridging development, testing, operations, and business stakeholders to ensure software updates do not disrupt financial services or violate regulations.
Key Deliverables (Duties And Responsibilities)
Reporting into the Sr. Manager/AVP of IT Operations, the role will be responsible for
- Process optimization and governance management experience
- Prior software implementation experience including configuring environments for application migration.
- Solid functional and technical experience with Release and Change Management processes, including configuring environments for application migration.
- An in depth understanding of solutions development from the drawing board to production delivery, including experience with troubleshooting scenarios in production environments.
- Experience working with client/customer teams and documenting environment changes for Releases/Deployments.
- The ability to effectively communicate and coordinate between multiple teams including Infrastructure, Support, Development, SMEs, architects, and business stakeholders as well as with client teams.
- Build, define and measure Release Management maturity, process adherence, and deployments baselines.
- Experience with both legacy releases and release management processes using current trends and tools in the industry including DevOps.
- Evangelize and gain adoption for Release Management best Practice.
- Prior experience with disaster recovery exercises between data centers involving applications as well as database servers.
- A working knowledge of Jenkins, configuration management database (CMDB), code packaging, Jira, Salesforce, ELK, Git Hub, AWS and basic Unix commands.
Functional Skills
Skills and Qualification (Functional and Technical Skills)
- Experience facilitating meetings of cross functional skill sets with specific agendas and timelines.
- Clear, concise communication skills in both oral and written format.
- Proven ability to manage, track and report on process(s) outcomes.
- Experience with Hybrid Cloud environment
- Experience working in an Agile environment.
- Strong analytical and problem-solving skills.
- Ability to determine criticality and priority based on facts at hand.
- Knowledge and experience in managing a Change Management process as well as overseeing the Change Advisory Board activities.
Technical Skills
- 10 to 15 years of experience in Technology operations environment.
- Excellent communication skills, written and verbal.
- Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support Release management process activities.
- Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
- A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
- A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
- A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
- Strong service attitude: the ability to develop and build lasting customer relationships.
- Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.
- Ability to hold oneself and others accountable.
Education Requirements
- Bachelor's degree in computer science or related field
- ITIL4 or COBIT foundation certified (practitioner preferred).
Leadership Qualities
A Release Manager Operates In High-stakes, High-pressure Environments And Must Demonstrate Strong Leadership Qualities To Effectively Manage All Releases. Key Leadership Qualities Include
- Decisiveness Ability to make quick, informed decisions under pressure, often with incomplete information.
- Calm Under Pressure Maintains composure and focus during chaotic situations to lead teams with clarity.
- Strong Communication Clearly conveys updates, actions, and expectations to technical teams, executives, and stakeholders.
- Accountability Takes ownership of incidents from start to resolution, ensuring actions are tracked and outcomes delivered.
- Collaboration Fosters cross-functional teamwork, bridging gaps between technical and business units.
- Problem-Solving Mindset Quickly identifies root causes and drives solutions with a proactive, analytical approach.
- Customer-Centric Focus Prioritizes business impact and user experience
- Process Evangelism Champions best practices, standardization, and continuous improvement of the process.
- Resilience Adapts to shifting priorities and recovers quickly from setbacks or critical feedback.
- Strategic Thinking Balances immediate resolution with long-term improvements, always looking for ways to prevent recurrence.
Relationships & Collaboration
A Release Manager must work closely with a wide array of technical teams like Server Engineering, Storage Backup Teams, DBA, Network Engineering, Cloud Operations, Virtualization, App-Dev Teams, DevOps/SRE, Middleware support, API/Integration & Cyber Teams. Each team plays a unique role in diagnosing and resolving different aspects of IT services.
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. 
