Role Overview

At LPL Financial, people leaders play a critical role in shaping culture, driving performance, and delivering exceptional advisor and client experiences. The Associate Vice President (AVP), Integrated Command Center (ICC) is a senior operations leader responsible for enterprise production stability, incident response excellence, and operational resilience across LPL’s most critical technology platforms.

Reporting to the Vice President / Head of ICC, this role provides strategic leadership and operational accountability for the ICC organization, ensuring consistent execution of monitoring, incident management, escalation, and restoration practices. The AVP partners closely with SRE, Observability, Automation, Infrastructure, Application Engineering, Risk, and Product leaders to reduce outages, accelerate recovery, and continuously improve the reliability and resilience of LPL’s technology ecosystem.

Key Responsibilities

Enterprise Incident Management Leadership

• Provide executive‑level leadership during high‑severity, enterprise‑impacting incidents, serving as the senior operational authority.
• Ensure effective incident command, escalation, and cross‑domain coordination during outages and regulatory‑sensitive events.
• Partner with Technology and Business leaders to ensure incidents are managed with transparency, urgency, and accountability.
• Set expectations and standards for incident communications to executives, business stakeholders, and regulatory partners.

Operational Strategy & Governance

• Define and evolve the ICC operating model, including monitoring coverage, escalation paths, runbooks, and on‑call practices.
• Establish and enforce operational governance standards aligned to ITSM, risk, and regulatory requirements.
• Ensure consistent execution of incident, problem, and change management processes across supported platforms.
• Sponsor post‑incident reviews and ensure learnings translate into durable improvements, not just corrective actions.

Observability & Monitoring Oversight

• Provide executive sponsorship for the enterprise observability strategy, including tools such as Dynatrace.
• Ensure monitoring and alerting platforms are used effectively to reduce noise, improve signal quality, and accelerate detection.
• Partner with Observability, SRE, and Engineering leaders to ensure critical services have appropriate telemetry, dashboards, and alerting.
• Hold teams accountable for actionable alerts and clear ownership of production signals.

Production Resilience & Risk Reduction

• Drive reductions in repeat incidents, systemic failures, and operational toil through proactive analysis and remediation.
• Oversee trend analysis to identify patterns, risks, and reliability gaps across platforms.
• Influence architectural and design decisions by highlighting operational risks and readiness concerns.
• Ensure operational readiness reviews are completed for new services and major platform changes.

People, Capability & Culture Leadership

• Lead, coach, and develop ICC engineering and operations leaders.
• Foster a culture of ownership, operational excellence, learning, and accountability.
• Build and retain a high‑performing ICC team capable of operating in a 24x7, high‑impact production environment.
• Promote collaboration, psychological safety, and continuous improvement across technology teams.

Executive Communication & Stakeholder Management

• Serve as a trusted operational advisor to senior Technology, Risk, and Business leaders.
• Provide clear, concise executive reporting on:
  • Production health
  • Incident trends
  • Reliability performance (MTTD/MTTR)
  • Priority risks and remediation plans
• Represent ICC in executive forums, audits, and regulatory discussions as needed.

Goals & Outcomes

• Improve enterprise‑wide production stability and reliability.
• Deliver sustained reductions in MTTD and MTTR for critical platforms.
• Reduce repeat incidents through systemic fixes and improved readiness.
• Increase confidence of advisors, clients, and leadership in LPL’s production operations.
• Mature ICC into a strategic capability that proactively supports business growth.

Required Expertise & Experience

• 14-18+ years of progressive experience in Production Services, Operations Engineering, SRE, ICC/NOC, or Technology Operations roles.
• Demonstrated experience leading enterprise‑scale incident management and escalation.
• Strong working knowledge of ITSM frameworks (incident, problem, change, major incident management).
• Deep familiarity with monitoring and observability platforms (Dynatrace or similar).
• Solid understanding of:
  • Cloud platforms (AWS)
  • Windows and Linux environments
  • Distributed systems and application architectures
• Proven ability to lead under pressure and make sound decisions with client, financial, and regulatory impact.

Core Leadership Competencies

• Strategic thinking with strong operational execution.
• Ability to influence across organizations without direct authority.
• Executive‑level communication and stakeholder management.
• Strong risk awareness and judgment.
• Data‑driven decision making with a bias for prevention and resilience.

Preferred Qualifications

• Financial services or highly regulated industry experience.
• Experience partnering with SRE, Reliability Engineering, or Platform Engineering teams.
• Background in automation, observability, or operational analytics.
• Experience participating in audits, regulatory reviews, or risk assessments.

Why This Role Matters

The AVP of ICC plays a foundational role in protecting LPL’s client experience and brand reputation. The decisions, standards, and leadership of this position directly influence:

• Platform availability
• Incident outcomes
• Regulatory posture
• Advisor, investor, and employee trust