AVP - Business Analyst Manager - Production Operations L2

LPL Financial LLC; Fort Mill (SC, FL); On-site; USD 115,000 - 192,000; Full time

Job summary

LPL Financial invites you to apply for a senior leadership role overseeing production support and incident management across advisor- and client-facing platforms. You will direct Level 2/3 triage, manage onshore/offshore teams, and drive governance in change and risk management.

The AVP, Business Analyst Manager combines technical troubleshooting with process discipline and executive communication, partnering with Development, QA, Infrastructure, and business operations to maintain reliability

Qualifications

• Bachelor's degree in Information Systems, Business, Finance, or a related field, or equivalent professional experience.
• Minimum of 7 years in technology operations, production support, or business analysis, including 2+ years leading or mentoring a support team.
• Hands-on experience with ServiceNow (incidents, requests, changes, tasks, reporting) and enterprise monitoring platforms.
• Working proficiency in SQL for troubleshooting and data validation, plus strong Excel skills for operational reporting.

Responsibilities

• Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home Office-facing applications.
• Coordinate incident bridges, set expectations, capture impact, and communicate status to stakeholders.
• Own ServiceNow queue health, SLA adherence, backlog aging, and closure documentation.
• Direct application and batch monitoring practices and ensure alerts lead to corrective actions.
• Conduct post-incident reviews and convert findings into permanent solutions.

Skills

ServiceNow

SQL

Excel

Incident management

Communication

Leadership

Education

Bachelor's degree in Information Systems or related field

ITIL Foundation certification

Lean Six Sigma Green Belt

Tools

Dynatrace

SolarWinds

AlertSite

Kafka

Confluence

Jira

Job description

Lead with Purpose, Unlock Your Team’s Passion At LPL, people leaders hold the key to the employee experience — shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win – clients, LPL, and most importantly our, employees. If you're ready to lead with intention and discover what’s possible, LPL Financial invites you to apply today.

Job Overview

The AVP, Business Analyst Manager is a hands‑on leader accountable for the stability, supportability, and operational readiness of LPL's advisor- and client-facing platforms — including ClientWorks, Account View, Move Money, Trading, Home Office applications, Reporting/Imaging, and Risk & Compliance tooling. This leader manages a distributed onshore/offshore support team, drives incident and problem management to resolution, represents TOPS in change governance forums (CAB) and translates operational data into executive-ready insight for senior technology leadership. Success in this role requires equal strength in technical troubleshooting, process discipline, and clear communication with partners ranging from frontline agents to EVP-level stakeholders.

Production Support & Incident Management

• Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home O ffice-facing applications, driving issues to closure with development and infrastructure partners.
• Participate in and, when required, lead incident bridges — setting expectations for participants, capturing impact, coordinating technical towers, and communicating status to business and technology stakeholders.
• Own ServiceNow queue health across assignment groups: incident, request, problem, and task SLA adherence, backlog aging, unassigned ticket cleanup, and quality of work notes and closure documentation.
• Direct application and batch monitoring practices (Dynatrace, SolarWinds, AlertSite, and job schedulers), ensuring alerts are actioned using a Problem–Action–Resolution approach rather than acknowledged and closed.
• Conduct post-incident reviews, identify recurring failure patterns, and convert them into problem records, monitoring enhancements, or permanent fixes.

Change, Release & Risk Governance

• Serve as an active CAB board member — reviewing change records for risk, blast radius, back-out plans, testing evidence, and implementation quality, and challenging submissions that do not meet standards.
• Coordinate primary, off-cycle, and emergency release readiness: change breakdowns, restricted change windows, holiday and event freezes, and weekend implementation coverage.
• Support Disaster Recovery exercises and data center failover events, including go/no-go participation, runbook execution oversight, and post-exercise defect capture.
• Ensure audit- and regulatory-ready documentation across incidents, changes, and standard operating procedures.

Team Leadership & Development

• Manage and develop a geographically distributed onshore/offshore support team, including coverage planning, holiday and out-of-office scheduling, and on‑call rotation.
• Facilitate daily and weekly operational huddles covering leadership updates, domain‑by‑domain ticket health, planned changes, and knowledge transfer status.
• Set and enforce work expectations for monitoring, ticket updates, follow‑ups, and communication standards; hold the team accountable through attestation and spot checks.
• Mentor analysts and emerging leaders, build cross‑training depth across domains, and reduce single points of knowledge.
• Own the Knowledge Transfer (KT) intake process for new applications entering TOPS support — validating runbooks, access, monitoring, assignment groups, and shadowing before accepting support ownership.

Stakeholder Partnership & Executive Communication

• Own the recurring handshake between frontline support (ATST/TSHD) and TOPS — reviewing call and ticket trends, closing feedback loops, and eliminating repeat escalations.
• Draft executive‑ready summaries, escalations, and risk communications that are concise, factual, and decision‑oriented for senior and EVP‑level leadership.
• Represent TOPS in cross‑functional programs such as security uplift, platform migrations, and enterprise modernization efforts, providing operational readiness input and go‑live support.
• Build durable partnerships with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations teams.

Analytics & Continuous Improvement

• Build and maintain operational reporting — SLA assessments, assignment group performance, incident trend analysis, and change volume breakdowns — using ServiceNow reporting, SQL, and Excel.
• Query supporting data stores directly to validate issues, confirm data integrity, and accelerate root cause analysis.
• Identify automation and AI‑enabled opportunities (within approved enterprise tooling) to reduce manual effort in monitoring, reporting, and ticket handling.
• Champion documentation standards in Confluence and ServiceNow, including runbooks, SOPs, checklists, and knowledge articles.

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast‑paced, team‑oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements

Bachelor's degree in Information Systems, Business, Finance, or a related field — or equivalent professional experience. Minimum of 7 years in technology operations, production support, or business analysis, including 2+ years leading or formally mentoring a support team. Demonstrated ownership of incident, problem, and change management processes aligned to ITIL practices. Hands‑on experience with ServiceNow (incidents, requests, changes, tasks, reporting) and enterprise monitoring platforms. Working proficiency in SQL for troubleshooting and data validation, plus strong Excel skills for operational reporting.

Preferences

Financial services, wealth management, or broker‑dealer experience with familiarity in brokerage and advisory operations. Prior frontline or Level 2 escalation experience that translates into empathy for advisors and end users. Experience managing distributed onshore/offshore teams across time zones. Lean Six Sigma Green Belt (or equivalent process improvement certification). ITIL Foundation certification. Experience with Confluence, Jira, Dynatrace, SolarWinds, AlertSite, Kafka, and enterprise job schedulers. Exposure to Disaster Recovery planning and execution at the data center level. Practical experience applying approved AI tooling to drive support and reporting efficiency. Proven ability to write and deliver executive‑level communications — concise summaries, escalations, and risk statements. Experience supporting business‑critical, customer‑facing applications in a regulated environment. Willingness to support scheduled weekend releases, restricted change windows, and periodic after‑hours incident response.

Core Competencies

• Operational discipline — holds the line on SLAs, documentation quality, and follow‑through.
• Clear communication — adjusts message and depth appropriately for engineers, business partners, and executives.
• Analytical rigor — asks "why" until root cause is understood; comfortable working directly with data.
• Calm under pressure — manages competing priorities and high‑visibility outages without losing structure.
• Collaborative influence — builds trust across teams that do not report to them.
• Continuous improvement mindset — turns recurring pain into repeatable process.
• Developer of people — invests in mentoring, cross‑training, and career growth for the team.

Pay Range

$115,360.00 - $192,198.00. Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

Company Overview

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor‑mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans.

The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.

For further information about LPL, please visit www.lpl.com.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run thriving businesses. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best.

Simply put, we take care of our advisors and institutions, so they can take care of their clients.

For further information about LPL, please visit www.lpl.com.

Information on Interviews

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at [phone].

Additional Company Information

LPL Financial is the nation’s largest independent broker‑dealer.* Our company is widely known for its financial strength, exceptional service, and favorable industry reputation among financial professionals. To understand who we are, it’s important to know our core belief: financial guidance is a fundamental need for everyone. LPL Financial creates the space to let you do what you do best – create personal, long‑term client relationships that turn financial aspirations into realities. Each year, thousands of financial professionals successfully manage billions of dollars in assets. Because our company is not too big and not too small, you can seize the opportunity to make a real impact. To learn more about our organization visit our About LPL page. * As reported by Financial Planning magazine, June 1996-2019, based on total revenue.

Equal Opportunity Employer

EOE.