AVP, IT Problem Management Manager

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.

Skills and Experience

• 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.

Required Skills

• Minimum of 7 years of Information Technology experience within financial services

• 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

Technical Competencies:

• ITIL Certification

• Experience using ServiceNow

• Experience using reporting tools like Power BI and Tableau

 

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 will be happy to discuss all that LPL has to offer!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and i