AVP Tech, Systems Engineer – Technical Operations 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:

(Converged Technical Operations Center) CTOC will oversee the operations of the Command Center in a 24/7/365 support operating model.  The Technical Operations Manager will be responsible for ensuring the seamless monitoring, support, and management of critical IT services.  This role is critical in maintaining service availability, incident response, and operational efficiency for critical infrastructure and applications.  The role will also be responsible for working with T1/T2 staff and ensuring the utilization of all support reference materials and tools while assisting junior team members to support tech production initiatives, applications, and infrastructure. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to delivering exceptional service.

Responsibilities:

• Weekend Technology Lead, supervising day-to-day operations and activities in a 24X7X365 environment.

• Manage and supervise a team of T1/T2 operations technicians, assigning tasks, providing technical guidance, and evaluating performance. 

• Design systems to respond to daily operational issues by mitigating problems and failures and recommending initiative-taking solutions to prevent recurrence.

• Foster a culture of collaboration and ensure adequate shift coverage for 24/7 operations. 

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

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

• Actively monitor infrastructure and application performance metrics using dashboards and monitoring tools to identify potential issues and proactively address them. 

• Work with T1/T2 to diagnose and troubleshoot issues of increased complexity, including resource, service, and cloud-based issues.   

• Ensure critical issues are escalated to Major Incident Management and all relevant teams as required.   

• 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.

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

• 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.

• Other duties as assigned

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:

• Must be able to work 12-hour shifts on Saturdays and Sundays in a 3 on 4 off work schedule from our Fort Mill, SC office

• 2+ years in a technical lead capacity within a 24/7/365 NOC/Command Center structure

• 7+ years of related experience in IT Infrastructure Operations roles with experience with tools like Dynatrace, Splunk, and cloud-based environments

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

Core Competencies:

• 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

• Excellent documentation skills

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