AVP, IT Problem Management Manager

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial.

Job Overview:

The Problem Management team within Technology Infrastructure & Operations at LPL is a critical function responsible for managing the Problem Management Process for major business-impacting problems across Technology. This role supports Technology across the firm and acts as a control function, creating strategic partnerships with domain-level product owners to drive issues to remediation and ensure a deep understanding of the causes of systemic issues to address true root causes.

The Problem Manager will play a pivotal role in enhancing our technology infrastructure's stability and reliability. This position involves holding our Technology Partners accountable for delivering comprehensive Root Cause Analysis (RCA) and Permanent Fixes for Major Incidents. The successful candidate will lead effective Problem Reviews and ensure clear and impactful Problem communication.

Responsibilities:

• Technical Expertise: Strong understanding of network infrastructure, cloud services, data analysis, production applications, security, database management, automation, and telemetry and monitoring.

• Leadership: Proven ability to lead cross-functional teams and drive strategic initiatives. Empower comprehensive discussion around risk and root cause analysis. Take ownership for delivering within defined Service Level Agreement timeframes.

• Problem-Solving: Excellent analytical, critical-thinking, and problem-solving skills, with a focus on identifying root causes and implementing effective solutions. Focus on identifying risks to protect production stability.

• Communication: Strong communication skills, with the ability to convey complex technical information to both technical and non-technical stakeholders.

• Collaboration: Ability to build strong partnerships with stakeholders to drive problem resolution and continuous improvement. Engage partners in triangulating risks that appear to be anomalous into systemic issues that should either get funded for repair or accepted via the firm’s risk process. Resiliency and confidence dealing with complex situations and people.

• Facilitation: Lead meetings under potentially stressful conditions. Accelerate assessment, review of, and reporting on major business-impacting problems. Efficiently and accurately coordinate a Problem Investigation with cross-functional teams, identify and validate root cause, and identify and document corrective and preventative actions to eliminate the risk of recurrence of business impact.

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:

• Minimum of 7 years of Information Technology experience, ideally within financial services.

• Strong understanding of network infrastructure, cloud services, data analysis, production applications, security, database management, automation, and telemetry and monitoring.

• Minimum of 3 years of Problem Management experience

• Background in IT Service Management with familiarity in ITIL roles and processes, including Incident and Change Management

• Ability to multitask in a matrixed reporting environment

Preferences:

• ITIL Certification

• Experience using ServiceNow

• Experience using reporting tools like Power BI and Tableau

#LI-Hybrid

 

Pay Range:

$105,525-$175,875/year

 

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter wi