VP, AWS

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.

The Support team is the human face of CCOE for every engineering team that consumes our AWS landing zone — and at our scale, 'support' is a relentless, automation‑first operations function, not a queue full of tickets. As VP, Support, you'll lead a 24x7 Tier 1 / Tier 2 operations team that triages tickets, runs change windows, fulfills account / IAM / access requests, executes runbooks, and commands major incidents — and you'll automate every repeatable thing along the way.

If you want to lead a globally distributed team across the US and India and run the cloud well enough that we get rid of toil rather than scaling it, this is your seat.

As the VP, AWS Support, you lead the Support team in LPL's Cloud Center of Excellence (CCOE). You own the strategy, architecture, implementation, and operations of LPL's CCOE Tier 1 / Tier 2 24x7 production support for the AWS landing zone — the run‑the‑cloud function inside CCOE. Your team is the entry point for application teams: inbound ticket triage across Jira and Service Now, account / IAM / access‑request fulfillment, runbook execution and continuous automation of repeatable operations, change‑window execution, major incident command for production cloud incidents, and structured escalation into the Foundations pods (Security & Governance, Fin Ops, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery, and to the Principal Engineer, Cloud Strategy Lead when the issue is cross‑CCOE.

You partner closely with the Monitoring pod within Foundations on alert routing into Service Now and on the feedback loop from incident review back into durable monitoring and platform improvement. LPL is an AWS‑first CCOE: a multi‑account landing zone with 100+ private reusable Terraform modules that enable 60+ AWS services, all delivered through Terraform Cloud and Git Hub Actions. You are both a people leader for a globally distributed team across the US and LPL's India Global Capability Center (GCC) and a hands‑on senior engineer who contributes directly to runbooks, Terraform code, and major incident command.

Lead the Support team in CCOE: own the strategy, architecture, implementation, and operations of LPL's 24x7 Tier 1 / Tier 2 production support for the AWS landing zone

Own inbound ticket triage from application teams across Jira and Service Now with clear SLAs, predictable routing, and escalation paths into the Foundations pods (Security & Governance, Fin Ops, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery, and to the Principal Engineer, Cloud Strategy Lead for cross‑CCOE topics

Own account / IAM / access‑request fulfillment for the landing zone and continuously automate it down — every repeatable request should become a self‑service path through the Account Factory for Terraform (AFT) and the private Terraform module library

Own runbook authorship, ownership, and execution; pair with the Monitoring pod within Foundations on the feedback loop from incident response back into durable monitoring improvements and into the paved‑road experience for application teams

Own change‑management execution for CCOE: change‑window planning and execution, change‑advisory partnership with the enterprise change function, and Service Now change‑record discipline

Lead major incident command for production cloud incidents inside CCOE's scope and partner with the Monitoring pod on alert routing into Service Now; drive blameless post‑incident reviews to durable platform, runbook, and monitoring improvements

Co‑own the support paved road with the Functional Design Engineering & Strategy pod within Foundations: opinionated patterns for self‑service, runbook templates, and the explicit definition of which requests are 'self‑service', 'Tier 1 / Tier 2', or 'escalate'

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