VPII, Head of Recovery and Problem Management

LPL Financial•Fort Mill, SC

About The Position

At LPL, people leaders hold the key to the employee experience — shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win – clients, LPL, and most importantly our, employees. If you're ready to lead with intention and discover what’s possible, LPL Financial invites you to apply today. We are seeking a dynamic, motivated and experienced Head of Incident Response and Command Center (ICC) for our Production Services. In this role, you will own the strategy, execution, and continuous improvement of the organization’s crisis response capabilities. This role ensures effective monitoring, swift containment, resolution, and recovery from IT service disruptions and incidents, before they become major incidents thereby minimizing business impact. This is an exciting opportunity to drive meaningful change and enhancing the advisor and investor experience. If you are passionate about production operations, stability, SRE and Observability and have a track record of success, we invite you to apply and be part of our journey toward greater resilience and efficiency.

Requirements

Progressive and proven experience and expertise in Production Services, running NOC/Command Center, SRE
Well versed with principles of ITSM
Experience with observability tools, dashboards and diagnostics to be able to troubleshoot and coach people
Knowledge of key technology components and architectural principles
Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.
Ability to influence and drive change across the organization.
Analytical mindset with the ability to translate data into actionable insights.
Experience in analyzing incident trends and implementing process improvements to enhance operational efficiency.

Responsibilities

Command Center Management: Lead the 24/7 Command Center/NOC operations, ensuring 100% visibility of system health and security events.
Strategic Leadership: Develop, maintain, and execute the monitoring and incident response strategy, including playbooks, automation, and tooling to shift from reactive to proactive, data-driven operations.
KPI & Metrics Ownership: Define, monitor, and report on key performance indicators to measure operational efficiency of the Command Center team
Self Sufficiency: Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy
Knowledge Base: Maintain the knowledge base for repeat alerts and incidents, Known Error Database (KEDB) and produce trend analysis reports for senior leadership.
Stakeholder Communication: Act as the primary liaison to senior leadership, providing timely, accurate updates.
RCA and Incident Reduction: Oversee root cause analysis (RCA) for repeat alerts and incidents. Drive down noise and incident volume
Major Incident Prevention: Apply techniques and required intervention to prevent major incidents by effectively handling alerts and dashboard anomalies and avoid business impact
People Leader: Build, lead and empower a high-performing team of incident managers, command center analysts, and technical leads.
Process Improvement: Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology
Feedback Loop: Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps
Training and Development: Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.