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About the Role

As VP, AWS Support, you will 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. You will automate every repeatable thing along the way and lead a globally distributed team across the US and India.

Responsibilities

• 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 ServiceNow with clear SLAs, predictable routing, and escalation paths into the Foundations pods, 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 ServiceNow 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 ServiceNow; 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'
• Embed agentic AI capabilities into the team's engineering practice and into the platform's self-service experience for internal customers
• Embed agentic AI capabilities into the support function: AI-assisted ticket triage and routing, runbook generation, conversational self-service for account / IAM / access requests, major-incident copilots that summarize the last hour of telemetry and chat, and MCP-backed agents that join ticket context, AWS account state, and runbooks into one queryable view
• Recruit, develop, mentor, and retain a globally distributed team of senior cloud engineers across LPL's US offices and India Global Capability Center (GCC)
• Own all people-management responsibilities for the pod including hiring, onboarding, weekly 1:1s, performance management, compensation planning, career development, and certification-path execution per the CCOE certification matrix
• Operate as a player-coach: spend meaningful time hands-on in Terraform code, design reviews, peer reviews, and incident response while leading people and delivery
• Lead and personally participate in 24x7 on-call rotations as senior incident commander and technical escalation point for the pod
• Partner with peer VPs across the Cloud Center of Excellence to align roadmaps and remove cross-team and cross-pod blockers
• Champion AWS Well-Architected Framework adoption across all six pillars and drive continuous improvement against operational, security, reliability, performance, cost, and sustainability outcomes
• Contribute to and curate the private Terraform module library that powers self-service infrastructure for application teams, including module standards, versioning, deprecation, and contribution patterns
• Participate in Agile/Scrum ceremonies and partner with the RTE and PMO on delivery commitments and dependencies
• Represent the pod in executive forums, architecture review boards, internal audit, and customer engagements; communicate technical risk and trade-offs to non-technical executives

Requirements

• 10+ years of progressive technical experience including 5+ years in cloud infrastructure or platform engineering leadership
• 5+ years of hands-on production AWS at scale in a multi-account landing zone, with 4+ years of authoring production Terraform in a private module ecosystem delivered through Terraform Cloud and GitHub Actions
• 3+ years experience as a direct people manager of engineering teams of 5+ engineers, including hiring, performance management, compensation, and difficult personnel decisions
• 5+ years experience leading and personally participating in 24x7 production on-call rotations in a fast-paced, security-conscious, regulated environment (financial services strongly preferred)
• 3+ years experience leading a 24x7 Tier 1 / Tier 2 cloud operations or cloud support function at enterprise scale, including ticket triage SLAs, major incident command, change-window execution, and the automation-down of repeatable requests
• Player-coach who is comfortable in code reviews, architecture sessions, and people 1:1s in the same day
• Continuous learner, especially in cloud-native, IaC, platform engineering, and applied AI
• Sets vision and translates ambiguous strategy into executable engineering roadmaps
• Bias for self-service, automation, and reducing toil for downstream internal customers
• Builds high-trust relationships across the US and India organization and across functions
• Calm, decisive incident commander; fosters a strong post-incident learning culture
• Excellent written and verbal communication, executive presence, and ability to influence without direct authority
• Thrives in matrixed, fast-paced, regulated environments with imperfect information

Skills

• AWS
• Terraform
• Jira
• ServiceNow
• GitHub Actions
• Python
• Bash
• PowerShell
• Agentic AI
• GenAI
• Cursor
• Claude Code
• Copilot
• Bedrock
• MCP
• Backstage
• Internal Developer Platform (IDP)
• FinOps
• AWS Well-Architected Framework

Location

• US
• India

Work Type

• 24x7
• On-call

Experience Level

• Senior
• Lead

Education Level

• Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience)
• Master's degree in Computer Science, Engineering, or MBA

Salary/Compensations

• $149,350.00 - $248,848.00

Benefits

• 401K matching
• Health benefits
• Employee stock options
• Paid time off
• Volunteer time off

About the Company

• 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, 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.
• 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 the LPL team and help us make a difference by turning life’s aspirations into financial realities.

Equal Opportunity

• Principals only.
• EOE.