AVP - Business Analyst Manager - Production Operations L2

LPL Financial•Fort Mill, SC

14d•$115,360 - $192,198

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 translates operational data into executive-ready insight for senior technology leadership. The position combines technical troubleshooting, process discipline, and clear communication with stakeholders ranging from frontline agents to EVP-level leaders. It covers production support, incident and problem management, change and release governance, team development, stakeholder partnership, operational reporting, and continuous improvement. The role also supports disaster recovery exercises, scheduled weekend releases, restricted change windows, and periodic after-hours incident response.

Requirements

Bachelor's degree in Information Systems, Business, Finance, or a related field, or equivalent professional experience.
At least 7 years in technology operations, production support, or business analysis, including 2 or more 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, and reporting, as well as enterprise monitoring platforms.
Working proficiency in SQL for troubleshooting and data validation, plus 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 that supports 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 improve support and reporting efficiency.
Proven ability to write and deliver executive-level communications, including concise 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, working with development and infrastructure partners to close issues.
Participate in and, when required, lead incident bridges; set expectations, capture impact, coordinate technical teams, and communicate status to business and technology stakeholders.
Own ServiceNow queue health across assignment groups, including SLA adherence, backlog aging, unassigned ticket cleanup, and work-note and closure-documentation quality.
Direct application and batch monitoring practices using monitoring platforms and job schedulers, ensuring alerts are actioned using a Problem–Action–Resolution approach.
Conduct post-incident reviews, identify recurring failure patterns, and convert findings into problem records, monitoring enhancements, or permanent fixes.
Serve as an active CAB board member, reviewing change records for risk, blast radius, back-out plans, testing evidence, and implementation quality; challenge submissions that do not meet standards.
Coordinate primary, off-cycle, and emergency 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 execution oversight, and post-exercise defect capture.
Ensure audit- and regulatory-ready documentation across incidents, changes, and standard operating procedures.
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, ticket health by domain, planned changes, and knowledge-transfer status.
Set and enforce team expectations for monitoring, ticket updates, follow-ups, and communication; 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 intake process for new applications entering TOPS support, validating runbooks, access, monitoring, assignment groups, and shadowing before accepting support ownership.
Own the recurring handshake between frontline support (ATST/TSHD) and TOPS by reviewing call and ticket trends, closing feedback loops, and eliminating repeat escalations.
Draft concise, factual, decision-oriented executive summaries, escalations, and risk communications for senior and EVP-level leadership.
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, including 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.