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VP, IT Operations Manager (2nd Shift Lead)

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Job ID R-025153 Date posted 08/26/2022 Primary Location SC-Fort Mill Other Locations CA-Remote

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

The IT Operations Manager will supervise the day-to-day operations of the support engineering team and will be responsible for leading and developing a team of service oriented professionals performing Tier 2 support in a 24x7 environment focused on investigating and resolving monitoring alerts. Tier 2 support manages service stability and restoration from service impacting events ensuring established Service Level Agreements are aligned with Business objectives.

Responsibilities:

  • Proactively monitors and verify integrity and availability of all network, applications and services across the business landscape (operating systems, databases, middleware, storage, web servers and network devices) in a 24x7x365 environment. This includes application and system detection, performance degradation and identifying additional areas of monitoring opportunities.

  • Structure, plan, organize, develop, implement and manage event management activities including network, server, database application and facilities event management. Establish work plans in conjunction with Business and IT Delivery leadership.

  • Identify, implement and monitor required best in class monitoring tools, establish the appropriate response(s) to those events through processes and procedures to create an effective and efficient event management team. Provide regular communication of project status while ensuring project milestones and stage gates are defined and met.

  • Identify trends, implement new solutions/processes that resolve customer issues and continually strive toward moving from a reactive state to a proactive state.

  • Drive best practices conducive with business culture for all event management activities.

  • Develop processes and tools that ensure capabilities are effectively transitioned to operations, including existence of adequate monitoring and comprehensive playbooks for quick resolution of incidents.

  • Directs staff to resolve issues that affect the availability of production systems.

  • Responsible for Operation Dashboards, operational results / reporting system / network uptime, performance standards and KPI metrics.

  • Analyze, triage and troubleshoot alarms received by internal and external monitoring and trending systems.

  • Perform prompt tracking, identification, reporting, impact analysis and corrective actions associated with network, applications and business services and service outages.

  • Assist in developing and maintaining IT Governance processes, knowledge management repository and recommend automation tasks to eliminate manual processes.

  • Trouble ticket management(create, resolve, escalate and manage through to resolution), initiate fault remediation bridges and create and distribute network status updates as needed to resolve both basic and complex network faults.

  • Ensures the successful completion of automated tasks and jobs, timely execution of manual tasks, and subsequent automation of manual tasks to facilitate daily operations.

  • Participates in disaster recovery and business continuity tests by managing the teams following the documented recovery procedures, and troubleshooting issues that may be encountered.

  • Champion service management best practices and structured processes to proactively prevent incidents, to deliver consistent, credible and timely resolution to service incidents when they occur to maximize business productivity dependent on information systems.

  • Accountable for meeting SLAs by removing obstacles, delivering on services and providing broad, technical and service quality leadership.

  • Interface and assist system administrators, engineers, management, customers, carrier partners and technicians to resolve trouble reports and ensure escalations are handled in a timely and efficient manner.

  • Develop and maintain training requirements with personnel, and assess staff performance in event management activities.

  • Develop a well-trained staff. Supervise the team to include selection, training and development, coaching, counseling and performance management. Provide appropriate career opportunities to ensure the efficient and effective management of all functions, with the ability to support a rapid-growth company.

  • Assists with creating and managing incident and problem management service support processes as defined by ITIL (Information Technology Infrastructure Library).

  • May provide oversight of after-hours deployment, patching, and other maintenance related activities.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

  • Bachelor s Degree or equivalent training or experience in Information Technology, Computing or a relevant field.

  • Five (5) plus years of IT leadership experience in an event management role leading service engineering operations team.

  • Outstanding customer service skills; the ability to deal professionally in all situations (vendor, customer, team, department, and company) with a positive, helpful attitude.

Core Competencies:

  • Excellent communication skills, both verbal and written, with all levels of internal and external customers.

  • Strong management skills, which encompasses project management as well as management of, support staff.

  • Strong problem solving and troubleshooting skills required.

  • Well versed in computer operations, ITIL methodology and networking essentials.

Preferences:

  • ITIL v4 Certified

  • Experience working in Technical Operations NOC environment.

  • Demonstrated experience with configuration management tools.

  • Experience with infrastructure monitoring and management tools such as ServiceNow and Solar Winds.

  • Fluent in ITSM discipline. Knowledge of design and layout of NOC environments.

  • Ability to write technical documentation and create management reports and metrics.

  • Demonstrate an understanding of performance metrics and KPI methodologies.

#Remote-LI

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  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 (800) 877-7210.

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