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About the Role
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. This leader manages a distributed team, drives incident and problem management, represents TOPS in change governance, and translates operational data into executive insight.
Responsibilities
- Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home Office-facing applications.
- Participate in and lead incident bridges, setting expectations, capturing impact, coordinating technical towers, and communicating status.
- Own ServiceNow queue health across assignment groups, ensuring SLA adherence and quality documentation.
- Direct application and batch monitoring practices, ensuring alerts are actioned with a Problem–Action–Resolution approach.
- Conduct post-incident reviews, identify recurring failure patterns, and convert them into problem records or enhancements.
- Serve as an active CAB board member, reviewing change records for risk and quality.
- Coordinate release readiness for primary, off-cycle, and emergency releases.
- Support Disaster Recovery exercises and data center failover events.
- Ensure audit- and regulatory-ready documentation across incidents, changes, and standard operating procedures.
- Manage and develop a geographically distributed onshore/offshore support team.
- Facilitate daily and weekly operational huddles covering leadership updates and ticket health.
- Set and enforce work expectations for monitoring, ticket updates, and communication standards.
- Mentor analysts and emerging leaders, build cross-training depth, and reduce single points of knowledge.
- Own the Knowledge Transfer (KT) intake process for new applications entering TOPS support.
- Own the recurring handshake between frontline support and TOPS, reviewing trends and closing feedback loops.
- Draft executive-ready summaries, escalations, and risk communications.
- Represent TOPS in cross-functional programs, providing operational readiness input.
- Build durable partnerships with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations teams.
- Build and maintain operational reporting using ServiceNow, SQL, and Excel.
- Query supporting data stores directly to validate issues and accelerate root cause analysis.
- Identify automation and AI-enabled opportunities to reduce manual effort.
- Champion documentation standards in Confluence and ServiceNow.
Requirements
- Bachelor's degree in Information Systems, Business, Finance, or a related field — or equivalent professional experience.
- Minimum of 7 years in technology operations, production support, or business analysis.
- Minimum of 2 years leading or formally mentoring a support team.
- Demonstrated ownership of incident, problem, and change management processes aligned to ITIL practices.
- Hands-on experience with ServiceNow (incidents, requests, changes, tasks, reporting) and enterprise monitoring platforms.
- Working proficiency in SQL for troubleshooting and data validation.
- Strong Excel skills for operational reporting.
Skills
- Technical troubleshooting
- Process discipline
- Clear communication
- ServiceNow
- Enterprise monitoring platforms
- SQL
- Excel
- ITIL practices
- Financial services
- Wealth management
- Broker-dealer operations
- Brokerage and advisory operations
- Lean Six Sigma
- ITIL Foundation
- Confluence
- Jira
- Dynatrace
- SolarWinds
- AlertSite
- Kafka
- Enterprise job schedulers
- Disaster Recovery planning
- AI tooling
- Executive-level communications
- Operational discipline
- Analytical rigor
- Collaborative influence
- Continuous improvement
- Mentoring
- Cross-training
Location
- Onshore/offshore
Work Type
- Full-time
Experience Level
- 7+ years in technology operations, production support, or business analysis
- 2+ years leading or formally mentoring a support team
Education Level
- Bachelor's degree in Information Systems, Business, Finance, or a related field
- Equivalent professional experience
Salary/Compensations
- $115,360.00 - $192,198.00
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.
- 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.
- 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.
- We take care of our advisors and institutions, so they can take care of their clients.
Equal Opportunity
- Principals only.
- EOE.