AVP - Business Analyst Manager - Production Operations L2

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.

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 Client Works, 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.

• 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 Service Now 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, Solar Winds, Alert Site, 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.

• 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.

• 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.