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
- Lead Global Support Operations for our Data and AI Platforms and Site Reliability Engineering (SRE) functions.
Job Details
Position Title: Director Technology (Data & AI Platform Support)
Career Level: L5
Job Category: Senior Director
Role Type: Hybrid
Job Location: Bangalore
About The Team
- You will lead a global inhouse team and a large contractual workforce.
- Lead Global Support Operations for our Data and AI Platforms and Site Reliability Engineering (SRE) functions.
Impact
The Senior Director, Support - Data and AI Platforms will lead global support operations for our Data Platform, AI Platform, and Site Reliability Engineering (SRE) functions. This role is responsible for ensuring the reliability, performance, and user experience of mission-critical data and AI platforms built on AWS, Snowflake, dbt, and modern orchestration frameworks. The Senior Director will oversee data support, production operations, incident management, and reliability engineeringbuilding a world-class data support organization that enables high availability across the enterprise data platform, enterprise analytics, machine learning, AI and real-time data systems. Collaborating with cross-functional teams, this leader will operationalize new capabilities, drive continuous improvement, and uphold a culture of rigor and trust.
Success Measures
Key Deliverables (Duties and Responsibilities)
- High reliability and availability for all data & AI platforms (SLA/SLO driven).
- Reduction in MTTR and incident volume through automation and preventative engineering.
- Strong cross-functional trust with Engineering, Product, and Business partners.
- Scalable, measurable support processes integrated across AWS, Snowflake, dbt, and AI platforms.
- A well-run, proactive, globally aligned support organization.
Strategic Leadership
- Build, lead, and scale a global support organization spanning Data Engineering Support, AI Platform Support, and SRE Operations.
- Define the operating model, support tiers, SLAs, escalation paths, and incident lifecycle.
- Define the roadmap for modernizing data support using automation, AI copilots, self-healing pipelines, and observability modernization.
- Champion reliability frameworks such as ITIL, DevOps, SRE, and FinOps for Snowflake and AWS.
- Establish a culture of operational excellence, reliability, ownership, and continuous improvement.
Data Platform Support
- Lead the development of a scalable, resilient, and secure data platform to support real-time and batch data processing.
- Lead the batch and real time data movement solutions across all operational and analytical application for the bank.
- AI Platform Support (AWS):
- Oversee support for enterprise AI/ML platforms, including SageMaker (training, inference, pipelines, endpoints), Bedrock or custom LLM hosting, AI feature stores, model registries, vector databases, and embedding services
- Manage incident triage for model deployments, compute scaling, GPU/accelerator workloads, and data drift monitoring.
- Ensure ML Ops tools (model monitoring, lineage, observability) are operational and supportable.
Site Reliability Engineering (SRE)
- Lead SRE teams focused on:
- Availability, performance, and resiliency of data and AI platforms
- Infrastructure as code (Terraform) and DevOps Pipelines (GitLab)
- Observability tooling (Dynatrace)
- Drive improvements in MTTR and MTTD.
- Implement best practices around on-call engineering and automated runbooks.
Collaboration & Stakeholder Management
- Partner with Enterprise Command Center and leverage enterprise capabilities for data support
- Collaborate with data engineering, AI/ML engineering, cloud & Infra, data product, and security teams
- Leverage the Global Capability Center (GCC) in India to build the team
Education And Experience
Skills and Qualification (Functional and Technical Skills)
- Bachelor's degree in Computer Science, Information Technology, or related field (Master's degree preferred).
- 12+ years of experience in data engineering, data operations and support, with at least 5 years in a leadership capacity.
- Proven experience in the financial services or banking sector, preferably in a Large Financial Institution (LFI) with a strong understanding of industry-specific data requirements.
Skills
Technical Skills
- Deep hands-on understanding of
- Snowflake (performance, security, cost, monitoring)
- AWS architecture & services
- dbt (Cloud, Core, CI/CD, model support)
- Airflow/MWAA/Astronomer or equivalent orchestration
- Proven ability to build and lead global operations or support teams.
- Strong command of incident management, observability, reliability engineering, and operational rigor.
- Executive-level communication and stakeholder management skills.
Preferred Skills
- Experience supporting AI/ML platforms, including SageMaker, Bedrock, and ML Ops frameworks.
- Experience with Snowflake cost governance, dbt metadata management, or platform-level automation.
- SRE/ITIL certifications or advanced AWS certifications (Solutions Architect, DevOps Engineer).
Leadership Qualities
- Earns respect as a leader who knows the ground reality capable of guiding teams through technical and operational challenges.
- Builds a culture of accountability, continuous improvement, and operational excellence.
- Coaches teams on modern operations practices SRE (Site Reliability Engineering), automation-first mindset, and cross-domain skill development.
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.
First Citizens India fil ls approximately 30% of our openings through referrals. Our employees are our best talent ambassadors. To refer a friend, colleague or other individual to this job opening, click the Refer button next to Apply. For more information on First Citizen India's Employee Referral & Talent Leads program, including eligibility and payout information, please visit First Citizens India: Referral Stars.
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. 
