Lead Process Analyst - Enterprise Incident Management

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

Be at the Forefront of Bank's availability : Rapidly help in restoring critical services and lead cross-functional teams with precision under pressure.

Create Impact with Decisive Coordination : Minimize business impact through decisive incident coordination and continuous process improvement.

Job Details

Position Title : Lead Process Analyst - IT Operations

Career Level : P3

Job Category : Manager

Role Type : Hybrid

Job Location : Bengaluru

About The Team

The Mission Critical Team ensures seamless Enterprise Incident Response across global operations, with experts in India and the US. They act swiftly to restore services, always minimizing IT or Non-IT disruption to business continuity.

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 and Front End / Back End Customer Serving environment for a dynamic enterprise eyeing its growth in becoming a world class LFI.

Impact

As an Enterprise Incident Response Manager, you'll lead the charge during high-severity 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 organization .

Key Deliverables

Enterprise Incident Management Analyst

About The Role

We are looking for an individual who is passionate about joining Technology Operations as an Enterprise Incident Responder (EIM). This role requires a keen understanding of the Incident management and ITIL processes. The EIM function provides coverage to Information Technology (IT), Cyber, Privacy, Payments, Fraud, Third-Party, Weather impacts and Physical incidents (when escalated to EIM). EIM has a distinct role to gather response teams at an enterprise level to assess an impacts of an incident and determine the proper lever of Severity. A key attribute of this role is the ability to gather specific impacts of an incident on customers, the bank or its reputations. This is executed by gathering subject matter experts, communicating the impacts as we understand it and gathering the responses to determine what level of escalation is required. The ability to communicate both verbally and in writing is paramount for this position.

Key Responsibilities

• Participates in incident bridges and has the ability to extract the information needed to create EIM summary communications to relate stakeholders.
• Coordinates resources and hold response team sessions to articulate the impacts of various types of incidents both verbally and in writing.
• Responsible for clearly documenting all updates and activities related to an incident within our system of record.
• Ability to lead meetings, document results and action items for follow-up.
• Reviews ticket information, incident documentation, and any associated materials.
• Responsible for evidence collection, retention, and chain of custody.

Functional Skills

Qualifications / Skills

Leadership Qualities

An Enterprise Incident Response Manager Operates In High-stakes, High-pressure Environments And Must Demonstrate Strong Leadership Qualities To Effectively Manage Crisis. 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 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

An Enterprise Incident Response manager must work closely with a wide array of technical and non-technical teams like during high-impact incidents. Each team plays a unique role in analyzing the impact and identifying key trigger points of the incidents.

The Incident Response Manager 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

Hours.

Weekdays - Shift#1 6AM IST to 3PM IST

Biweekly / Holiday On-call Rotation - 5AM IST to 5PM IST

This is a 12 hour on-call duty (on demand engagement) and Time to Respond SLA of 15 mins.

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.

Skills Required

Crisis Management, Incident Management, Powerpoint, Disaster Recovery, Itil Processes, Service Now, Business Continuity