AVP - Business Analyst Manager - Production Operations L2

LPL Financial•Charlotte, TX

14d

About The Position

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. The role manages a distributed onshore/offshore support team, drives incident and problem management to resolution, represents TOPS in change governance forums, and turns operational data into executive-ready insights for senior technology leadership. It requires technical troubleshooting, process discipline, and clear communication with stakeholders ranging from frontline agents to EVP-level leaders. The manager leads Level 2/Level 3 support, coordinates incident response and release readiness, oversees CAB participation and disaster recovery exercises, and maintains audit- and regulatory-ready documentation. The role also develops team capabilities, manages knowledge transfer for applications entering TOPS support, partners across business and technology groups, maintains operational reporting, and identifies opportunities for automation and continuous improvement. The position may require support for scheduled weekend releases, restricted change windows, and periodic after-hours incident response. LPL offers a competitive total rewards package, including 401(k) matching, health benefits, employee stock options, paid time off, and volunteer time off.

Requirements

Bachelor’s degree in Information Systems, Business, Finance, or a related field, or equivalent professional experience.
At least 7 years of experience in technology operations, production support, or business analysis.
At least 2 years of experience leading or formally mentoring a support team.
Demonstrated ownership of incident, problem, and change management processes aligned with ITIL practices.
Hands-on experience with ServiceNow incidents, requests, changes, tasks, and reporting, as well as enterprise monitoring platforms.
Working proficiency in SQL for troubleshooting and data validation.
Strong Excel skills for operational reporting.
Willingness to support scheduled weekend releases, restricted change windows, and periodic after-hours incident response.

Nice To Haves

Financial services, wealth management, or broker-dealer experience, with familiarity in brokerage and advisory operations.
Prior frontline or Level 2 escalation experience and 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 data center-level disaster recovery planning and execution.
Practical experience applying approved AI tooling to improve support and reporting efficiency.
Proven ability to write and deliver concise executive-level communications, summaries, escalations, and risk statements.
Experience supporting business-critical, customer-facing applications in a regulated environment.

Responsibilities

Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home Office-facing applications, coordinating with development and infrastructure partners.
Participate in and lead incident bridges as needed, coordinating technical teams and communicating impact, expectations, and status to business and technology stakeholders.
Own ServiceNow queue health across incidents, requests, problems, and tasks, including SLA adherence, backlog aging, unassigned ticket cleanup, and documentation quality.
Direct application and batch monitoring practices using enterprise monitoring tools and job schedulers, ensuring alerts are investigated and resolved through a Problem–Action–Resolution approach.
Conduct post-incident reviews, identify recurring failure patterns, and convert findings into problem records, monitoring improvements, or permanent fixes.
Review change records as an active CAB board member, assessing risk, blast radius, back-out plans, testing evidence, and implementation quality.
Coordinate release readiness, including 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 oversight, and post-exercise defect tracking.
Ensure audit- and regulatory-ready documentation for incidents, changes, and standard operating procedures.
Manage and develop a geographically distributed onshore/offshore support team, including coverage planning, scheduling, and on-call rotations.
Facilitate operational huddles covering leadership updates, ticket health, planned changes, and knowledge transfer.
Set expectations for monitoring, ticket updates, follow-ups, and communications; hold team members accountable through attestations and spot checks.
Mentor analysts and emerging leaders, build cross-training depth, and reduce single points of knowledge.
Own the knowledge transfer intake process for applications entering TOPS support, validating runbooks, access, monitoring, assignment groups, and shadowing.
Manage the recurring coordination between frontline support (ATST/TSHD) and TOPS by reviewing call and ticket trends, closing feedback loops, and reducing repeat escalations.
Draft concise, factual, decision-oriented executive summaries, escalations, and risk communications for senior and EVP-level leaders.
Represent TOPS in cross-functional programs such as security uplift, platform migrations, and enterprise modernization, providing operational readiness input and go-live support.
Build partnerships with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations teams.
Build and maintain operational reporting on SLAs, assignment group performance, incident trends, and change volumes using ServiceNow reporting, SQL, and Excel.
Query supporting data stores to validate issues, confirm data integrity, and accelerate root cause analysis.
Identify opportunities to use approved automation and AI 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.