AVP, Systems Engineer Manager – Converged Technical Operations Manager

Excited to learn more? If so, then this could be the role for you!  

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide.

We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

The AVP, Systems Engineer Manager-Technical Operations Manager

(Converged Technical Operations Center) CTOC will oversee the operations of the Command Center in a 24/7/365 support operating model.  The Technical Operations Manager will be responsible for ensuring the seamless monitoring, support, and management of critical IT services.  This role is critical in maintaining service availability, incident response, and operational efficiency for critical infrastructure and applications.  The role will also be responsible for working with T1/T2 staff and ensuring the utilization of all support reference materials and tools while assisting junior team members to support tech production initiatives, applications, and infrastructure. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to delivering exceptional service.

Responsibilities:

• Supervise day-to-day operations and activities in a 24X7X365 environment.
• Manage and supervise a team of T1/T2 operations technicians, assigning tasks, providing technical guidance, and evaluating performance. 
• Design systems to respond to daily operational issues by mitigating problems and failures and recommending initiative-taking solutions to prevent recurrence.
• Foster a culture of collaboration and ensure adequate shift coverage for 24/7 operations. 
• Manage issue resolution, tracking performance and providing guidance and follow up.​
• Assign tasks, schedule, delegate, and mentor, prioritize and direct workflow for a fast-paced mission critical environment.
• Actively monitor infrastructure and application performance metrics using dashboards and monitoring tools to identify potential issues and proactively address them. 
• Work with T1/T2 to diagnose and troubleshoot issues of increased complexity, including resource, service, and cloud-based issues.   
• Ensure critical issues are escalated to Major Incident Management and all relevant teams as required.   
• Considered the first point of escalation for issue resolution, manages approach and outcomes including customer communication, status updates and answering customer concerns and questions.
• Manage senior leadership communications through multiple communication channels.
• Responsible for team standards and procedures, policies and documentation processes.
• Responsible for daily KPI metrics documentation and reporting, accuracy of KPI metrics, auditing of Major Incidents.
• Scheduling and resource capacity planning.
• Motivate and encourage team members through positive communication and feedback.
• Other duties as assigned

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 2+ years in a technical lead capacity within a 24/7/365 NOC/Command Center structure

• 7+ years of related experience in IT Infrastructure Operations roles.

• 7 + years of experience leadership skills; identify the strengths and weakness of team members and make appropriate decisions about personnel. Promote a high level of morals and motivation.

• 7+ years of experience with ability to establish and maintain effective working relationships with other employees, supervisory staff, and customers.

• 7+ years of proven experience in managing personnel, develop schedules, meet deadlines, set project priorities and follow up.

• Bachelor’s Degree in Computer Science

Preferences:

• Able to make quick decisions and resolve complex technical problems

• Ability to manage through shift changes and effectively transition open and unresolved issues.

• Ability to adapt, learn new technologies, develop new processes and improve procedures.

• Excellent documentation skills.

• Ability to promote a positive, professional work environment.

• Ability to write, read, interpret and edit complex documents and correspondence with team members and stakeholders.

• Excellent verbal and written communication skills.

• Ability to work peak, off-peak, weekend and holiday shifts.

• Ability to communicate and respond to communication effectively with client, associates, and stakeholders.

• Ability to perform problem-solving, use logic and creative thought processes to resolve complex technical problems.

Pay Range:

$109,200-$182,000/year
 Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

EAC1.22.25