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.
Value Proposition
- Be at the nerve center of building and running the state-of-the-art Mission Control, for monitoring Bank’s critical IT infrastructure and associated 24*7 operations.
- Zero noise escalations: Establish and streamline processes and mentor a team of smart infrastructure engineers that will create next generation of observability dashboards, continuously driving down noise and thereby, incidents.
Job Details
Position Title: Director - Global Command Center OperationsCareer Level: L4Job Category: DirectorRole Type: HybridJob Location: Bangalore
About The Team
- You will lead a team of 30-50 infrastructure operations engineers providing 2 shifts coverage from First Citizens India, provide guidance, support, and mentorship to ensure high performance and employee engagement.
- Foster a culture of accountability, collaboration, and continuous improvement within the team.
- Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to team policies, procedures, and efficiencies to meet objectives.
- Manages the performance, training, and evaluation of assigned staff.
Impact
This role matters because our bank’s entire digital ecosystem — from transactions to customer services — depends on a stable, secure, and resilient infrastructure. A hands-on IT Infrastructure Operations Leader in charge of the command center will ensure uninterrupted operations, rapid recovery from incidents, and strong regulatory compliance. Your technical and operational leadership will directly protect the bank’s reputation, will support innovation, and safeguard customer trust.
Key Deliverables
(Duties and Responsibilities)
- Leads a team of Command Center associates in daily workflow. Oversees Command Center day-to-day operations ensuring smooth functioning and adherence to established processes and procedures along with efficient use of resources and the reliability of deployed solutions. Supports the implementation of production changes for new and existing applications into the daily monitoring services provided by the Command Center.
- Monitor key performance indicators (KPI’s) to assess the performance to command center and make process and data-driven decisions for improvement.
- Implement best practices and standards to optimize operational efficiencies and customer satisfaction.
- Supports the development and maintenance of the enterprise-wide processes and strategies as defined by the organization and senior Command Center management
- Ensure 24x7 uptime of mission-critical banking systems (core banking, payment gateways, trading platforms).
- Implements robust monitoring, incident response, and root cause analysis (RCA) processes to minimize MTTR (Mean Time to Recovery).
- Maintains strong BCP/DR frameworks (Business Continuity and Disaster Recovery) — tested regularly through failover drills.
Skills and Qualification
(Functional and Technical Skills)
Education & Experience
- Bachelor's Degree with 16+ years of experience in 24* (5/7) support, ITIL certification would be a plus.
- Proven experience in command center management, vendor management and project. management. Process improvement methodologies (E.g.: Lean/Six Sigma is a plus).
- Strong leadership skills with the ability of motivate and inspire teams to achieve goals.
- Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Ability to thrive in a fast-paced dynamic environment and adapt to changing priorities.
Vendor Management
- Develop and maintain strong relationships with external vendors providing support services.
- Negotiate contracts, service level agreements (SLA’s) and terms of engagement with vendors.
- Monitor vendor performance against the SLA’s, service quality and take necessary actions to address any deviations
Insourcing Strategy
- Identify opportunities for insourcing roles and work currently being outsourced to external vendors
- Develop a strategic plan for transitioning outsourcing functions back in-house, considering the cost, efficiency, and quality.
- Collaborate with relevant stakeholders to gain support and alignment for insourcing initiatives.
Technical Skills
- Hands on leader with deep understanding of Infrastructure and/or Application Support, including on-prem and off-prem cloud implementations
- Serves as a technical expert on Infrastructure or Application L1/L2 support resource associates, senior management, and wider business unit. Address and resolves complex technical issues partnering with Incident and Problem Management and L3/L4 teams.
- May serve on business committees or special projects to represent the Global Command Center.
- Act as an advisor for senior Command Center management
- Reduces infrastructure sprawl through rightsizing, consolidation, and observability.
- Uses hands-on understanding to make data-driven budget decisions — balancing performance, security, and cost.
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.
Relationships & Collaboration
You would be working closely with the following teams:
Infrastructure & Platform Teams:
To coordinate incident resolution, patching, capacity management, and performance tuning.
Application Support & Development Teams:
To triage production issues, validate releases, and ensure application health post-deployment.
Cybersecurity & SOC Teams:
To align monitoring, alerts, and response actions with security incident management.
Network Operations (NOC) Teams:
For end-to-end visibility and root cause analysis of connectivity or latency issues.
IT Service Management (ITSM) / Service Desk:
To maintain ticket flow, escalation protocols, and accurate incident communication.
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.
