AVP, Production Ops Leader - Incidents & Analytics

LPL Employee Services; Austin (TX); On-site; USD 115,000 - 192,000; Full time

Job summary

LPL Financial is seeking an AVP, Business Analyst Manager to lead a distributed support team ensuring stability, operations readiness, and value delivery for critical advisor- and client-facing platforms. The role combines technical troubleshooting, process discipline, and executive communication with EVP-level stakeholders.

The ideal candidate has strong ITIL-aligned experience, hands-on ServiceNow and monitoring tool expertise, and a proven ability to mentor a distributed team across time

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years in technology operations, production support, or business analysis.
• 2+ years leading or mentoring a support team.
• Demonstrated ownership of incident, problem, and change management processes aligned to ITIL.

Responsibilities

• Lead Level 2/Level 3 triage, escalation, and resolution for advisor-/investor-/Home Office-facing applications.
• Participate in incident bridges and coordinate status with stakeholders.
• Own ServiceNow queue health including SLA adherence and ticket cleanup.
• Direct monitoring practices (Dynatrace, SolarWinds, AlertSite, schedulers) and apply a problem–action–resolution approach.
• Conduct post-incident reviews and implement permanent improvements.
• Serve as active CAB board member reviewing changes for risk and readiness.
• Coordinate release readiness and disaster recovery activities.
• Mentor analysts and develop cross-training across domains.

Skills

Incident management

Problem management

Change management

SQL

Excel

Education

Bachelor's degree in Information Systems, Business, Finance, or a related field

Equivalent professional experience

Tools

ServiceNow

Dynatrace

SolarWinds

AlertSite

Jira

Confluence

Job description

LPL Financial is seeking an AVP, Business Analyst Manager to lead a distributed support team ensuring stability, operations readiness, and value delivery for critical advisor- and client-facing platforms. The role combines technical troubleshooting, process discipline, and executive communication with EVP-level stakeholders.

The ideal candidate has strong ITIL-aligned experience, hands-on ServiceNow and monitoring tool expertise, and a proven ability to mentor a distributed team across time