First Citizens Bank
Senior Director, Support - Data and AI Platforms
First Citizens Bank, Phoenix, Arizona, United States
Senior Director, Support - Data and AI Platforms
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Senior Director, Support - Data and AI Platforms
role at
First Citizens Bank
Overview Remote role available in NC, AZ, GA, FL, TX. The Senior Director will lead global support operations for Data Platform, AI Platform, and Site Reliability Engineering (SRE). Responsible for ensuring the reliability, performance, and user experience of mission‑critical data and AI platforms built on AWS, Snowflake, dbt, and modern orchestration frameworks. Will oversee data support, production operations, incident management, and reliability engineering, building a world‑class support organization that enables high availability across the enterprise data platform, analytics, machine learning, AI and real‑time data systems.
Responsibilities
High reliability and availability for all data & AI platforms (SLA/SLO driven).
Reduction in MTTR and incident volume through automation and preventative engineering.
Strong cross‑functional trust with Engineering, Product, and Business partners.
Scalable, measurable support processes integrated across AWS, Snowflake, dbt, and AI platforms.
A well‑run, proactive, globally aligned support organization.
Build, lead, and scale a global support organization spanning Data Engineering Support, AI Platform Support, and SRE Operations.
Define operating model, support tiers, SLAs, escalation paths, and incident lifecycle.
Define roadmap for modernizing data support using automation, AI copilots, self‑healing pipelines, and observability modernization.
Champion reliability frameworks such as ITIL, DevOps, SRE, and FinOps for Snowflake and AWS.
Establish a culture of operational excellence, reliability, ownership, and continuous improvement.
Lead development of a scalable, resilient and secure data platform for real‑time and batch processing.
Lead batch and real‑time data movement solutions across operational and analytical applications.
Oversee support for enterprise AI/ML platforms, including SageMaker, Bedrock, AI feature stores, model registries, vector databases, and embedding services.
Manage incident triage for model deployments, compute scaling, GPU/accelerator workloads, and data drift monitoring.
Ensure ML Ops tools are operational and supportable.
Lead SRE teams focused on availability, performance and resiliency, infrastructure as code, DevOps pipelines, and observability tooling.
Drive improvements in MTTR and MTTD.
Implement best practices around on‑call engineering and automated runbooks.
Partner with Enterprise Command Center and leverage enterprise capabilities for data support.
Collaborate with data engineering, AI/ML engineering, cloud & Infra, data product, and security teams.
Leverage Global Capability Center (GCC) in India to build the team.
Qualifications Bachelor's Degree and 10 years of experience in IT including application development, support roles, and management. OR High School Diploma or GED and 14 years of experience in IT.
Preferred
Education: Bachelor’s degree in Computer Science, IT or related field (Master’s preferred).
12+ years in data engineering, data operations and support, with at least 5 years in leadership.
Finance/banking sector experience, preferably large institution.
Deep hands‑on understanding of Snowflake, AWS architecture & services, dbt, Airflow/MWAA/Astronomer or equivalent.
Proven ability to build and lead global operations or support teams.
Strong command of incident management, observability, reliability engineering.
Executive‑level communication and stakeholder management skills.
Experience supporting AI/ML platforms (SageMaker, Bedrock). Experience with Snowflake cost governance, dbt metadata management or platform‑level automation.
SRE/ITIL certifications or advanced AWS certifications (Solutions Architect, DevOps Engineer).
Benefits Benefits are an integral part of total rewards. For more information see https://jobs.firstcitizens.com/benefits.
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Senior Director, Support - Data and AI Platforms
role at
First Citizens Bank
Overview Remote role available in NC, AZ, GA, FL, TX. The Senior Director will lead global support operations for Data Platform, AI Platform, and Site Reliability Engineering (SRE). Responsible for ensuring the reliability, performance, and user experience of mission‑critical data and AI platforms built on AWS, Snowflake, dbt, and modern orchestration frameworks. Will oversee data support, production operations, incident management, and reliability engineering, building a world‑class support organization that enables high availability across the enterprise data platform, analytics, machine learning, AI and real‑time data systems.
Responsibilities
High reliability and availability for all data & AI platforms (SLA/SLO driven).
Reduction in MTTR and incident volume through automation and preventative engineering.
Strong cross‑functional trust with Engineering, Product, and Business partners.
Scalable, measurable support processes integrated across AWS, Snowflake, dbt, and AI platforms.
A well‑run, proactive, globally aligned support organization.
Build, lead, and scale a global support organization spanning Data Engineering Support, AI Platform Support, and SRE Operations.
Define operating model, support tiers, SLAs, escalation paths, and incident lifecycle.
Define roadmap for modernizing data support using automation, AI copilots, self‑healing pipelines, and observability modernization.
Champion reliability frameworks such as ITIL, DevOps, SRE, and FinOps for Snowflake and AWS.
Establish a culture of operational excellence, reliability, ownership, and continuous improvement.
Lead development of a scalable, resilient and secure data platform for real‑time and batch processing.
Lead batch and real‑time data movement solutions across operational and analytical applications.
Oversee support for enterprise AI/ML platforms, including SageMaker, Bedrock, AI feature stores, model registries, vector databases, and embedding services.
Manage incident triage for model deployments, compute scaling, GPU/accelerator workloads, and data drift monitoring.
Ensure ML Ops tools are operational and supportable.
Lead SRE teams focused on availability, performance and resiliency, infrastructure as code, DevOps pipelines, and observability tooling.
Drive improvements in MTTR and MTTD.
Implement best practices around on‑call engineering and automated runbooks.
Partner with Enterprise Command Center and leverage enterprise capabilities for data support.
Collaborate with data engineering, AI/ML engineering, cloud & Infra, data product, and security teams.
Leverage Global Capability Center (GCC) in India to build the team.
Qualifications Bachelor's Degree and 10 years of experience in IT including application development, support roles, and management. OR High School Diploma or GED and 14 years of experience in IT.
Preferred
Education: Bachelor’s degree in Computer Science, IT or related field (Master’s preferred).
12+ years in data engineering, data operations and support, with at least 5 years in leadership.
Finance/banking sector experience, preferably large institution.
Deep hands‑on understanding of Snowflake, AWS architecture & services, dbt, Airflow/MWAA/Astronomer or equivalent.
Proven ability to build and lead global operations or support teams.
Strong command of incident management, observability, reliability engineering.
Executive‑level communication and stakeholder management skills.
Experience supporting AI/ML platforms (SageMaker, Bedrock). Experience with Snowflake cost governance, dbt metadata management or platform‑level automation.
SRE/ITIL certifications or advanced AWS certifications (Solutions Architect, DevOps Engineer).
Benefits Benefits are an integral part of total rewards. For more information see https://jobs.firstcitizens.com/benefits.
#J-18808-Ljbffr