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AVP, Systems Engineer Manager – Major Incident Management

Location: South Carolina

Job ID: R-026542

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Overview

LPL is an entrepreneurial, transformative financial services company, driving growth and exciting possibilities for our clients, their customers, and our own people. This is where you can dream up new ideas for financial services, deliver solutions on modern platforms, and leverage digital-first technologies – all as we become a cloud-based technology organization. Join us and discover everything you can touch with the nation’s largest independent broker-dealer firm and a Fortune 500 company.

  • Full Time
  • Level: Mid

Success Profile

What makes a good Tech Professional at LPL Financial? Check out the traits we’re looking for to see if you have the right mix.

  • Communicator
  • Proactive
  • Self-starter
  • Collaborative
  • Curious
  • Team player

Hear From Our Tech Team

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Hear From Our Tech Team

We are as obsessed with our employee experience as we are passionate about the success of our customers and work hard to ensure an inclusive and entrepreneurial environment where our people can innovate and thrive.

Tony

SVP, Technology

Hear From Our Tech Team

rashmi prakash Smiling

Hear From Our Tech Team

We’re a Fortune 500 company that is also the largest independent broker dealer in the country. With LPL, you have the opportunity to join the organization at the beginning of our technology transformation journey to a cloud-based organization.

Rashmi

Distinguished Architect

Hear From Our Tech Team

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Hear From Our Tech Team

LPL is a growing company with a healthy balance sheet that is heavily investing in its technology. Our company culture is collaborative, humble and supportive, and our entrepreneurial spirit helps drive us toward innovative solutions that exceed the expectations of our customers.

Kirk

SVP, Product Platform Development

Hear From Our Tech Team

megan perry smiling

Hear From Our Tech Team

Technology is best when it brings people together. LPL takes care of our employees because we know the best talent, when encouraged to be creative, produce real solutions that deliver the highest value to our advisors and their investors. Your voice matters.

Megan

SVP, Planning and Portfolio Management

Our Culture

Collaborative. Welcoming. Entrepreneurial. Mission-driven.

We’ve created an amazing environment at LPL, but we’re not done yet. Join us on an exciting transformation as we embrace our inner-fintech and define the future of wealth management technology.

Learn more
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Benefits

  • Maternity & Paternity Leave

  • 401(k) & ESPP

  • Professional Development

  • Flexibility

  • Health & Wellness Programs

  • Agile Environment and Collaboration

Job Description

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Responsibilities

Job ID R-026542 Date posted 11/22/2022

Excited to learn more? If so, then this could be the role 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 AVP, Systems Engineer Managerwill supervise day to day operations and activities of a 24X7X365 follow the sun Incident Management support team. In this role, the incumbent will provide Major Incident Commander Leadership, process improvements and maturity leadership, support, directing the activities of operations resources, and providing operational coordination for shift team members. Additional responsibilities will include leadership communications and reporting, operational and situational management, directing day to day responsibilities of Incident Management staff, and taking responsibility for their performance.

Responsibilities:

  • Supervise day-to-day operations and activities in a 24X7X365 environment.

  • Assign tasks, schedule, delegate, and mentor, prioritize and direct workflow for a fast-paced mission critical environment.

  • Manage issue resolution, tracking performance and providing guidance and follow up.

  • Considered the first point of escalation for issue resolution, manages approach and outcomes including customer communication, status updates and answering customer concerns and questions.

  • Manage senior leadership communications through multiple communication channels.

  • Take responsibility for all communication and customer satisfaction for problem resolution.

  • Responsible for team standards and procedures, policies and documentation processes.

  • Provide performance reviews, timesheet approval and training assessments for the team.

  • Ensure customer satisfaction through the resolution of all issues and problems reported.

  • Responsible for daily KPI metrics documentation and reporting, accuracy of KPI metrics, auditing of Major Incidents.

  • Scheduling and resource capacity planning.

  • Motivate and encourage team members through positive communication and feedback.

  • Conduct regular performance feedback evaluations to identify areas of coaching, improvement and disciplinary action, if needed.

  • Other duties as assigned.

What are we looking for?

We want strong collaboratorswho 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:

  • 2+ years in a technical lead capacity

  • 7+ years of related experience in Major Incident Management, ITSM, ITIL.

  • 7 + years of experience leadership skills; identify the strengths and weakness of team members and make appropriate decisions about personnel. Promote a high level of morals and motivation.

  • 7+ years of experience with ability to establish and maintain effective working relationships with other employees, supervisory staff, and customers.

  • 7+ years of proven experience in managing personnel, develop schedules, meet deadlines, set project priorities and follow up.

  • Bachelor’s Degree in Computer Science

Preferences:

  • Able to make quick decisions and resolve complex technical problems

  • Ability to manage through shift changes and effectively transition open and unresolved issues.

  • Ability to adapt, learn new technologies, develop new processes and improve procedures.

  • Excellent documentation skills.

  • Ability to promote a positive, professional work environment.

  • Ability to write, read, interpret and edit complex documents and correspondence with team members and stakeholders.

  • Excellent verbal and written communication skills.

  • Ability to work peak, off-peak, weekend and holiday shifts.

  • Ability to communicate and respond to communication effectively with client, associates, and stakeholders.

  • Ability to perform problem-solving, use logic and creative thought processes to resolve complex technical problems.

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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