VPII, Head of Recovery and Problem Management

LPL FinancialCharlotte, Texas

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Overview

Schedule

Full-time

Career level

Director

Benefits

Health Insurance

Paid Vacation

Paid Community Service Time

Job Description

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.

We are seeking a dynamic, motivated and experienced Recovery and Problem Manager for our Production Services. In this role, you will ensure IT service stability by identifying, analyzing, and resolving the root causes of recurring incidents (Problem Management) while also driving and overseeing strategies for restoring services after major disruptions (Recovery Management). This role drives Post-Mortem reviews, Incident Recovery for major and critical incidents, structuring SOPs and runbooks, and implementing proactive measures to prevent future failures, by adopting SRE principles.

This is an exciting opportunity to drive meaningful change and enhancing the advisor and investor experience. If you are passionate about production operations, stability, SRE and Observability and have a track record of success, we invite you to apply and be part of our journey toward greater resilience and efficiency.

Key Responsibilities

Root Cause Analysis (RCA): Investigate underlying causes of major incidents, utilizing techniques like 5-Why, Fishbone, Blameless RCA and other techniques
Proactive & Reactive Problem Management: Analyze incident trends to identify potential problems before they occur, reducing service disruptions.
Recovery Strategy & Planning: Develop and test incident recovery plans, establish SOPs, knowledge base and mock drills
Major Incident Support: Coordinate cross-functional teams to resolve critical incidents, and chair post-mortem/post-incident reviews.
Knowledge Base: Maintain the knowledge base for critical flows, Known Error Database (KEDB) and produce trend analysis reports for senior leadership.
Self Sufficiency: Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy
Process Improvement: Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology
Feedback Loop: Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps
Training and Development: Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.
People Leader: Build, lead and empower a high performing team of recovery and problem managers

Technical Competencies:

Progressive and proven experience and expertise in Production Services, Recovery and Problem Management, SRE, DevOps, or related fields with development background preferred
Understanding of foundational technology components across infra, cloud and app to be able to ask right questions and effectively lead recovery of a critical incident
Hands on experience with observability tools, logs and diagnostics to be able to troubleshoot and coach people

Core Competencies:

Strong operational experience on large complex environments.
Data driven leader who establishes OKRs, KPIs and inspires the delivery of customer centric solutions.
Excellent people leader who leads by example and has demonstrated experience building highly effective teams
Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.
Able to communicate effectively with CXOs and convey complex technical details into business terms
Ability to influence and drive change across the organization.
Analytical mindset with the ability to translate data into actionable insights.
Experience in analyzing incident trends and implementing process improvements to enhance operational efficiency.

Goals and Objectives

Achieve a 30% reduction in MTTD and MTTR within the first year of operation
Able to identify offending service and root cause for at least 70% of incidents within 15-20 mins through effective triaging
Foster a culture of continuous improvement, with regular training sessions, mock drills and knowledge-sharing initiatives that empower team members.
Develop and maintain strong relationships with key stakeholders, to ensure alignment and support for the team’s objectives, enhancing overall organizational resilience.

Pay Range:

$132,793-$221,321/yearActual 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) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.

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.

For further information about LPL, please visit www.lpl.com.

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.

EAC12.9.25

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FAQs About VPII, Head of Recovery and Problem Management Jobs at LPL Financial

What is the work location for this position at LPL Financial?

This job at LPL Financial is located in Charlotte, Texas, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at LPL Financial?

Candidates can expect pay range between $132,793–$221,321 for this role.

What employment applies to this position at LPL Financial?

LPL Financial lists this role as a Full-time position.

What experience level is required for this role at LPL Financial?

LPL Financial is looking for a candidate with "Director" experience level.

What benefits are offered by LPL Financial for this role?

LPL Financial offers following benefits: Health Insurance, Paid Vacation, Paid Community Service Time, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at LPL Financial?

You can apply for this role at LPL Financial either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.

VPII, Head of Recovery and Problem Management

Overview

Job Description

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.

Key Responsibilities

Root Cause Analysis (RCA): Investigate underlying causes of major incidents, utilizing techniques like 5-Why, Fishbone, Blameless RCA and other techniques

Proactive & Reactive Problem Management: Analyze incident trends to identify potential problems before they occur, reducing service disruptions.

Recovery Strategy & Planning: Develop and test incident recovery plans, establish SOPs, knowledge base and mock drills

Major Incident Support: Coordinate cross-functional teams to resolve critical incidents, and chair post-mortem/post-incident reviews.

Knowledge Base: Maintain the knowledge base for critical flows, Known Error Database (KEDB) and produce trend analysis reports for senior leadership.

Self Sufficiency: Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy

Process Improvement: Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology

Feedback Loop: Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps

Training and Development: Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.

People Leader: Build, lead and empower a high performing team of recovery and problem managers

Technical Competencies:

Progressive and proven experience and expertise in Production Services, Recovery and Problem Management, SRE, DevOps, or related fields with development background preferred

Understanding of foundational technology components across infra, cloud and app to be able to ask right questions and effectively lead recovery of a critical incident

Hands on experience with observability tools, logs and diagnostics to be able to troubleshoot and coach people

Core Competencies:

Strong operational experience on large complex environments.

Data driven leader who establishes OKRs, KPIs and inspires the delivery of customer centric solutions.

Excellent people leader who leads by example and has demonstrated experience building highly effective teams

Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.

Able to communicate effectively with CXOs and convey complex technical details into business terms

Ability to influence and drive change across the organization.

Analytical mindset with the ability to translate data into actionable insights.

Experience in analyzing incident trends and implementing process improvements to enhance operational efficiency.

Goals and Objectives

Achieve a 30% reduction in MTTD and MTTR within the first year of operation

Able to identify offending service and root cause for at least 70% of incidents within 15-20 mins through effective triaging

Foster a culture of continuous improvement, with regular training sessions, mock drills and knowledge-sharing initiatives that empower team members.

Develop and maintain strong relationships with key stakeholders, to ensure alignment and support for the team’s objectives, enhancing overall organizational resilience.

FAQs About VPII, Head of Recovery and Problem Management Jobs at LPL Financial