AVP, Business Analyst Manager – Production Operations L2

LPL Financial

. Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home Office-facing applications .

Posted 10/26/2026full-timeUnited StatesLead💰 $115,360 - $192,198 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident, problem, and change management processes aligned with ITIL practices, while effectively leading and mentoring support teams. Proficient in operational reporting and data validation using SQL and Excel, with a strong focus on automation and process improvement.

Highest-signal resume keywords

Incident ManagementServiceNowSQLITIL Foundation CertificationLean Six Sigma Green Belt

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementOperational ReportingData ValidationAutomationMonitoringRoot Cause AnalysisDocumentation StandardsTechnical Team Coordination

Soft Skills

MentoringCommunicationCollaborationLeadershipProblem-Solving

Tools & Technologies

ServiceNowSQLExcelDynatraceSolarWindsAlertSiteConfluenceJiraKafkaEnterprise Job Schedulers

Certifications & Qualifications

ITIL Foundation CertificationLean Six Sigma Green Belt

Industry Keywords

Financial ServicesWealth ManagementBroker-DealerDisaster RecoveryTechnology Operations

Tech Stack

Tools & technologies

KafkaServiceNowSQL

About the role

Key responsibilities & impact

Lead Level 2/Level 3 triage, escalation, and resolution for advisor-, investor-, and Home Office-facing applications
Lead incident bridges, coordinate technical teams, and communicate status to business and technology stakeholders
Own ServiceNow queue health, SLA adherence, backlog aging, ticket cleanup, and closure documentation
Direct application and batch monitoring using Dynatrace, SolarWinds, AlertSite, and job schedulers
Conduct post-incident reviews and convert recurring failures into problem records, monitoring enhancements, or permanent fixes
Review change records as an active CAB board member
Coordinate release readiness, restricted change windows, freezes, and weekend implementation coverage
Support Disaster Recovery exercises and data center failover events
Ensure audit- and regulatory-ready documentation
Manage and develop a geographically distributed onshore/offshore support team
Facilitate operational huddles and enforce monitoring, ticketing, follow-up, and communication standards
Mentor analysts and emerging leaders, build cross-training depth, and reduce knowledge single points of failure
Own Knowledge Transfer intake for new applications entering TOPS support
Manage the handshake between frontline support and TOPS, review trends, and eliminate repeat escalations
Draft executive-ready summaries, escalations, and risk communications
Represent TOPS in security, migration, and modernization programs
Build partnerships with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations teams
Build operational reporting using ServiceNow reporting, SQL, and Excel
Query supporting data stores 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

What you’ll need

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
2+ years leading or formally mentoring a support team
Ownership of incident, problem, and change management processes aligned to ITIL practices
Hands-on experience with ServiceNow and enterprise monitoring platforms
Working proficiency in SQL for troubleshooting and data validation
Strong Excel skills for operational reporting
Willingness to support scheduled weekend releases, restricted change windows, and periodic after-hours incident response
Financial services, wealth management, or broker-dealer experience preferred
Lean Six Sigma Green Belt or equivalent process improvement certification preferred
ITIL Foundation certification preferred
Experience with Confluence, Jira, Dynatrace, SolarWinds, AlertSite, Kafka, and enterprise job schedulers preferred
Exposure to Disaster Recovery planning and execution at the data center level preferred
Practical experience applying approved AI tooling preferred

Benefits

Comp & perks

401K matching
Health benefits
Employee stock options
Paid time off
Volunteer time off
Competitive LPL Total Rewards package