AVP - Business Analyst Manager - Production Operations L2

Lead with Purpose, Unlock Your Team’s Passion 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. Job Overview: 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 — including ClientWorks, Account View, Move Money, Trading, Home Office applications, Reporting/Imaging, and Risk & Compliance tooling. This leader manages a distributed onshore/offshore support team, drives incident and problem management to resolution, represents TOPS in change governance forums (CAB) and translates operational data into executive-ready insight for senior technology leadership. Success in this role requires equal strength in technical troubleshooting, process discipline, and clear communication with partners ranging from frontline agents to EVP-level stakeholders. Responsibilities: Production Support & Incident Management • Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home O • • ffice-facing applications, driving issues to closure with development and infrastructure partners. • Participate in and, when required, lead incident bridges — setting expectations for participants, capturing impact, coordinating technical towers, and communicating status to business and technology stakeholders. • Own ServiceNow queue health across assignment groups: incident, request, problem, and task SLA adherence, backlog aging, unassigned ticket cleanup, and quality of work notes and closure documentation. • Direct application and batch monitoring practices (Dynatrace, SolarWinds, AlertSite, and job schedulers), ensuring alerts are actioned using a Problem–Action–Resolution approach rather than acknowledged and closed. • Conduct post-incident reviews, identify recurring failure patterns, and convert them into problem records, monitoring enhancements, or permanent fixes. Change, Release & Risk Governance • Serve as an active CAB board member — reviewing change records for risk, blast radius, back-out plans, testing evidence, and implementation quality, and challenging submissions that do not meet standards. • Coordinate primary, off-cycle, and emergency release readiness: change breakdowns, restricted change windows, holiday and event freezes, and weekend implementation coverage. • Support Disaster Recovery exercises and data center failover events, including go/no-go participation, runbook execution oversight, and post-exercise defect capture. • Ensure audit- and regulatory-ready documentation across incidents, changes, and standard operating procedures. Team Leadership & Development • Manage and develop a geographically distributed onshore/offshore support team, including coverage planning, holiday and out-of-office scheduling, and on-call rotation. • Facilitate daily and weekly operational huddles covering leadership updates, domain-by-domain ticket health, planned changes, and knowledge transfer status. • Set and enforce work expectations for monitoring, ticket updates, follow-ups, and communication standards; hold the team accountable through attestation and spot checks. • Mentor analysts and emerging leaders, build cross-training depth across domains, and reduce single points of knowledge. • Own the Knowledge Transfer (KT) intake process for new applications entering TOPS support — validating runbooks, access, monitoring, assignment groups, and shadowing before accepting support ownership. Stakeholder Partnership & Executive Communication • Own the recurring handshake between frontline support (ATST/TSHD) and TOPS — reviewing call and ticket trends, closing feedback loops, and eliminating repeat escalations. • Draft executive-ready summaries, escalations, and risk communications that are concise, factual, and decision-oriented for senior and EVP-level leadership. • Represent TOPS in cross-functional programs such as security uplift, platform migrations, and enterprise modernization efforts, providing operational readiness input and go-live support. • Build durable partnerships with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations teams. Analytics & Continuous Improvement • Build and maintain operational reporting — SLA assessments, assignment group performance, incident trend analysis, and change volume breakdowns — using ServiceNow reporting, SQL, and Excel. • Query supporting data stores directly to validate issues, confirm data integrity, and accelerate root cause analysis. • Identify automation and AI-enabled opportunities (within approved enterprise tooling) to reduce manual effort in monitoring, reporting, and ticket handling. • Champion documentation standards in Confluence and ServiceNow, including runbooks, SOPs, checklists, and knowledge articles. 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: • 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, including 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, ch