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
Role Title: Senior Director Infrastructure and Operations
Management Level - L5
Job Category - Senior Director
Scope of the Role
The Senior Director of Infrastructure and Operations is responsible for leading the design, implementation, and management of IT infrastructure, ensuring the availability, scalability, and security of systems critical to banking operations. The leader will oversee IT operations, cloud and on-premises systems, network management, and disaster recovery while delivering exceptional performance and operational excellence. It is a key role in managing a significant portion of the global infrastructure organization driving efficiency via automation, optimization and modernizing service delivery. This role plays a key part in modernizing technology infrastructure, enabling digital transformation, and ensuring compliance with financial industry regulations.
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.
The role is required to be performed from Bengaluru providing overlap with US working hours for all working days with flexibility to oversee critical activities off business hours and weekends.
Key Responsibilities
Strategic Leadership
- Execute the infrastructure and operations strategy to align with the bank's global technology and operations roadmap and business objectives.
- Align infrastructure planning with business goals, digital transformation initiatives, and global IT standards.
- Partner with key stakeholders, including executives, compliance officers, and regulators, to ensure infrastructure supports business needs and adheres to industry requirements.
Infrastructure Management
- 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.
Operational Excellence
- 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.
Security and Compliance
- 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
Team Leadership
- 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.
Vendor Management
- Oversee vendor selection, negotiations, and performance for third-party infrastructure services.
- Manage the IT infrastructure and operations budget, ensuring cost-efficiency and alignment with strategic priorities.
- Partner with Sourcing to solidify all vendor contracts related to First Citizens India.
Performance Monitoring and Optimization
- Observability: Implement monitoring systems to track performance, utilization, and costs across hybrid environments.
- Continuously improve infrastructure performance through automation and optimization.
- Lead efforts to reduce downtime, improve system reliability, and enhance user experience.
Key Skills And Qualifications
Education and Experience
- Bachelor's/Master's degree in Computer Science, Information Technology, or related fields.
- 20+ years of experience in IT infrastructure roles, with at least 5+ years managing hybrid environments.
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.).
- Proficiency in Desktop operations.
- Experience with hybrid tools and platforms (e.g., Kubernetes, Terraform, VMware Tanzu, CloudEndure).
- Strong understanding of cybersecurity, IAM, and regulatory compliance frameworks.
Leadership Skills
- 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.
Preferred Skills
- 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
#ID: 238749491
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. 
