Lead Process Analyst - IT Operations

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:

The Mission Critical Team ensures seamless major incident management across global operations, with experts in India and the US. They act swiftly to restore services, always minimizing disruption to business continuity.

Position Title: Lead Process Analyst - IT Operations

Career Level:  P3

Job Category: ITIMP3I - IT Service Management Analyst

Role Type: Full Time

Job Location: Bengaluru

About the Team:

Driven by an evangelist mindset, they champion best practices and continuous improvement in manages every incident. Their round-the-clock vigilance and collaboration power resilient IT systems for a dynamic enterprise eyeing its growth in becoming a world class LFI.

Impact (Job Summary/Why this Role Matters)

As a Major Incident Manager, you’ll lead the charge during high-severity IT disruptions, coordinating cross-functional teams to restore critical services quickly and efficiently.

This role is pivotal in minimizing downtime, protecting customer trust, and ensuring business continuity across global operations.
 

You’ll serve as the single point of command, driving resolution with precision, urgency, and clarity under pressure.
 

Your impact goes beyond recovery—you’ll help shape resilient systems and champion operational excellence across the IT organization.

Key Deliverables (Duties and Responsibilities)

Reporting into the Sr. Manager/AVP of IT Operations, the role will be responsible for

• End to end responsibility for the management, communication, escalation, investigation, and resolution of Major incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
• Ensure that all modes of communication are effectively used throughout the Major incident life cycle.
• Acting as Major Incident escalation focal point, identifying, and resolving conflict and bottlenecks.
• Creation of agreed action plans with named actions & deadlines as part of Post Maor Incident Review. Accountable for the Delivery of that plan.
• Document post major incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
• Driving, developing, and managing the major incident process and associated procedures / systems.
• Providing consolidated production incident metrics to the Director of Technology Operations along with resolution rates.
• Develop and maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
• Be an Evangelist for the Major Incident Management Process

Skills and Qualification (Functional and Technical Skills)

Functional Skills:

• Ability to demonstrate incident management professionalism, enthusiasm, and create a collaborative climate.
• Ability to effectively communicate ideas in both technical and non-technical terms to stakeholders and leadership.
• Ability to work independently with minimum supervision.
• Experience in incident and problem management, change management or disaster recovery.
• Extensive experience with customers and experience in creating and presenting using PowerPoint.
• Strong organizational skills.

Technical Skills:

• 10 to 15 years of experience in Technology operations environment.
• Recent experience as Major Incident Manager within an Enterprise scale environment demonstrating strong analytical fault finding, diagnostics and troubleshooting skills.
• Excellent communication skills, written and verbal.
• Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities.
• Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
• A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
• A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
• A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
• Strong service attitude: the ability to develop and build lasting customer relationships.
• Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures.

Education Requirements

• Bachelor’s degree in computer science or related field

Leadership Qualities

A Major Incident Manager (MIM) operates in high-stakes, high-pressure environments and must demonstrate strong leadership qualities to effectively manage crises. Key leadership qualities include:

• Decisiveness – Ability to make quick, informed decisions under pressure, often with incomplete information.
• Calm Under Pressure – Maintains composure and focus during chaotic situations to lead teams with clarity.
• Strong Communication – Clearly conveys updates, actions, and expectations to technical teams, executives, and stakeholders.
• Accountability – Takes ownership of incidents from start to resolution, ensuring actions are tracked and outcomes delivered.
• Collaboration – Fosters cross-functional teamwork, bridging gaps between technical and business units.
• Problem-Solving Mindset – Quickly identifies root causes and drives solutions with a proactive, analytical approach.
• Customer-Centric Focus – Prioritizes business impact and user experience while managing incidents.
• Process Evangelism – Champions best practices, standardization, and continuous improvement of the incident management process.
• Resilience – Adapts to shifting priorities and recovers quickly from setbacks or critical feedback.
• Strategic Thinking – Balances immediate resolution with long-term improvements, always looking for ways to prevent recurrence.

Relationships & Collaboration

A Major Incident Manager (MIM) must work closely with a wide array of technical teams like Server Engineering, Storage  Backup Teams, DBA, Network Engineering, Cloud Operations, Virtualization, App-Dev Teams, DevOps/SRE, Middleware support, API/Integration & Cyber Teams during high-impact incidents. Each team plays a unique role in diagnosing and resolving different aspects of IT services. 

The MIM must coordinate among all these teams, often in parallel, to quickly triage, assign actions, escalate blockers, and ensure root cause identification. Understanding each team’s domain and communication style is essential to drive effective resolution and post-incident recovery.

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.