Job Description

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:

Responsible for supporting most complex and business critical applications through strong Incident & Problem management process.

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 Commercial Bank 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 (Duties and Responsibilities)

• 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
• Monitor Application performance and availability, proactively identifying potential issues
• 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 (Functional and Technical Skills)

• High degree of professionalism with the ability to influence and effect change within an organization
• Excellent oral and written communication skills as well as positive, customer-focused interpersonal skills and attitude
• Excellent experience in Incident, Request, Problem, & Change Management processes
• Excellent collaboration skills, ownership & accountability
• Preferred support knowledge related to JEE & Enterprise Technologies, microservice based applications.
• Strong technical skills and tools knowledge in: ServiceNow, Oracle, SQL, Monitoring Tools like Appdynamics, Splunk, Kafka, SOA, Open shift
• Experience of supporting cloud based application, good knowledge in AWS, Azure
• Must Have Financial Domain knowledge with various module like Online Banking & Digital Channel, Core Banking, Payment Solution, Risk & Fraud Solution, Onboarding & CRM solutions.
• Minimum of 14+ years of experience in Application Support & Maintenance
• Experience in managing team of 10 or more associates
• 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

Reports to: Associate Director – Application Support Engineering

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.