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
Responsible for managing a team of Application support engineers, delivering high quality support for Commercial banking applications to internal & external business partners.
Job Details
Position Title: Senior Manager Application Support
Career Level: L2
Job Category: Assistant Vice President
Role Type: Hybrid
Job Location: Bangalore
About The Team
As part of Digital Banking Application Support Team, we are responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.
Key Deliverables
- Manage application support engineers providing guidance and leadership.
- Hands on experience on managing Incidents & Requests, ensuring timely resolution and communication with stakeholders
- Experience in Problem management, change management, critical incident management, manage escalations, communication, drive technical troubleshooting, resolution and RCA
- Oversee major incident response, root cause analysis (RCA), and blameless postmortems.
- Monitor Application performance and availability, proactively identifying potential issues
- Drive adoption of SRE Principles- SLIs, SLOs, error budgets, capacity planning, performance tuning, and disaster recovery.
- Drive communication, process improvement, process adherence within the team and enhance efficiency and effectiveness
- Working collaboratively with other IT teams including development, Infrastructure, and security
- Maintaining and updating a knowledge base of common issues and solutions
- Communicate effectively with internal and external stakeholders, including product, development teams and senior leadership
- Evaluate and improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality
- Managed Internal and external Audit reviews and provided all supportive documents.
- Manages budgets, schedule, operational plans and performance requirements for the Team. Responsible for meeting budgetary goals and objectives.
- Implements & Enforce policies, procedure, guidelines and defines benefits realization approach to meet expect achievement for specified area of responsibility.
- Prepare monthly governance meetings and ensure SLA compliance. Ensure that Application & Product Support KPIs/SLAs are met or exceeded
- Contribute strategic insight and provide feedback on a wide range of ideas for production stability based on experience and through periodic review of analytical data
- Provide hands-on guidance and leadership to team; provide mentorship and promote career development of team members
Skills And Qualification
- Minimum of 14+ years of experience in Application Support & Maintenance
- High degree of professionalism with the ability to influence and effect change within an organization
- Excellent experience in Incident, Request, Problem, & Change Management processes
- Preferred support knowledge related to JEE & Enterprise Technologies, microservice based applications.
- Strong technical skills and tools knowledge in: ServiceNow, Oracle, SQL, Monitoring Tools like Dynatrace, Splunk, Kafka, SOA, Open shift
- Experience of supporting cloud-based application, good knowledge in AWS, Azure
- Good understanding for SRE principles
- Must Have Financial Domain knowledge with various module like Online Banking & Digital Channel, Payment Solution, Onboarding & CRM solutions.
- Strong communication, stakeholder management, mentorship, and problem-solving.
- BE or MCA Degree in computer science or related field
- ITIL foundation certification preferred
Leadership Qualities
- Communication: Clearly conveys ideas and listens actively.
- Inspiration: Motivates and encourages the team to achieve their best.
- Influence: Extensive stakeholder management experience and ability to influence people
- Driving strategic and technical initiatives
Relationships & Collaboration
Partners: Senior leaders and cross-functional teams across geographies ( US team)
Leads: A team of Application Support Engineering associates
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. 
