AVP - Incident Management

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial.

Job Overview:

Reporting to the VPII of Production Services, this position will manage customer-impacting incidents and executive-level customer escalations on a 24/7 basis. You will collaborate with Infrastructure, Engineering, Site Reliability Engineering, Technical Support, Product Owners, Customer Success, and Business Leadership to ensure the highest level of support experience for LPL customers. This person will have the leadership skills, technical infrastructure expertise, and communication skills required to oversee and manage critical incident events for LPL focused on reducing MTTR and implementing appropriate processes and procedures to improve incident bridge response, command and control, and NOC first call/alert resolution..

Responsibilities:

• Coordinate Incident Response across multiple functions for complex cloud service outages and contribute to continuously evolving Incident Management processes and procedures

• Partner across Technology and Business units to exceed the standards of availability and performance that enable our clients to perform their business functions

• Provide support 24/7/365, ensuring fast and effective incident management

• Build strong customer/stakeholder relationships across Infrastructure, Operations, Information Security, application teams, and third-party service providers to optimize operational resiliency

• Conduct root cause analysis/post-mortem meetings after impactful incidents for lessons learned and preventive recurrence

• Integrate reports, key performance indicators (KPIs), metrics packages, and related information for technology team leadership

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• This role requires the AVP, Incident Response to be in office 2-3 days per week

• 3+ years of experience as an Incident Manager or 5+ years of experience with increasing levels of responsibility supporting technology operation, preferably in financial services industry, providing high-performing, high availability solutions

• Bachelor’s degree in computer science or related field or comparable experience

• Expertise providing production operations for cloud technologies, particularly AWS and Azure, along with data center related solutions for servers (Cisco UCS, x86, Blade Servers), operating system support (Windows, Linux and VMWare), network, and databases (SQL, Oracle)

• Experience with ServiceNow modules including Incident, Service Request, Change, Problem, Knowledge Management, and reports

Core Competencies:

• Self-motivated individual with a strong desire for learning and professional growth

• Excellent communication skills and the ability to effectively interact across the IT and business organization, working effectively to achieve results

• Ability to demonstrate assertiveness, diplomacy, and authority while commanding a conference bridge

• Adaptable individual capable of multitasking and prioritizing workload in a fast-paced, occasionally high-pressure environment

• Ability to thrive in a collaborative environment that builds and fosters business partnerships

• Effective writing, presentation, and leadership skills

Preferences:

• Experience in selection and management of SLAs for technology vendor partners

• Experience with writing technical documentation

#LI-Hybrid

 

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.

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