Where Ambition Meets Innovation
At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.
Join us as we create something extraordinary together.
Job Overview:
The GCC Lead - Windows / Unix Platform Engineering role is responsible for leading a Hyderabad-based infrastructure engineering team supporting Microsoft Windows Server, Active Directory, Group Policy, DNS, Unix/Linux, incident management, change execution, monitoring, operational procedures, and daily platform support.
This leader will manage engineers across Windows / Microsoft and Unix / Linux towers, provide day-to-day operational oversight, drive accountability for incident and request execution, coordinate global handoffs, and serve as the first leadership escalation point for operational issues. The role requires both people leadership and enough technical breadth to challenge information, guide troubleshooting, and communicate effectively with U.S.-based engineering leadership.
Key Responsibilities:
Lead a GCC-based team supporting Windows / Microsoft and Unix / Linux platform operations.
Provide day-to-day management of engineers, including workload prioritization, shift coverage, handoffs, escalations, and operational follow-up.
Oversee Tier 2 support activities for Windows Server, Active Directory, DNS, Group Policy, Unix/Linux, and related infrastructure services.
Ensure incidents, requests, problems, and changes are managed through approved processes and tools such as ServiceNow and Jira.
Drive timely escalation, status communication, and resolution of infrastructure incidents across supported platforms.
Establish and maintain daily operating rhythms, including queue reviews, handoffs, priority reviews, aging-ticket management, and operational metrics.
Partner with U.S.-based platform engineering teams for escalations, project support, runbook development, and knowledge transfer.
Review and improve runbooks, operational procedures, documentation, and troubleshooting guides.
Ensure the team follows change management requirements, validation steps, evidence capture, and post-change review processes.
Support vendor and internal escalations involving Microsoft, identity, Unix/Linux, monitoring, security, and infrastructure teams.
Monitor team performance against SLAs, incident aging, change quality, documentation quality, and operational outcomes.
Coach, develop, and hold engineers accountable for technical growth, communication quality, process adherence, and customer service.
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:
7 or more years of infrastructure engineering, operations, or platform support experience.
Prior experience leading or managing infrastructure engineers in an enterprise environment.
Operational understanding of Microsoft Windows Server, Active Directory, DNS, Group Policy, and identity-related infrastructure.
Operational understanding of Unix/Linux administration, patching, troubleshooting, and platform support.
Experience leading incident response, escalation management, change execution, and operational handoffs.
Experience working in ITSM processes, preferably using ServiceNow and Jira.
Ability to manage priorities across incidents, requests, changes, project work, and operational maintenance.
Strong communication skills with the ability to provide concise updates to U.S.-based leadership and cross-functional stakeholders.
Ability to challenge incomplete information, ask the right technical questions, and guide the team toward structured troubleshooting.
Experience building or maintaining runbooks, operational procedures, knowledge articles, and support documentation.
Core Competencies:
Operational Leadership: Lead Windows/Microsoft and Unix/Linux support teams to ensure stable operations, reliable service delivery, and consistent execution of support activities.
Incident & Service Management: Drive accountability for ticket ownership, incident response, escalation quality, SLA adherence, and timely resolution of operational issues.
Team Leadership & Development: Build a high-performing team through coaching, workload management, clear expectations, and ongoing technical and professional development.
Stakeholder Communication & Collaboration: Partner effectively with U.S.-based engineering leaders through proactive communication, transparent status reporting, risk management, and seamless global handoffs.
Process & Documentation Excellence: Establish and maintain operational standards, runbooks, knowledge articles, and support procedures that enable consistency, scalability, and knowledge sharing.
Continuous Improvement: Identify recurring issues, improve monitoring and operational processes, and implement solutions that enhance service quality, efficiency, and team performance.
Preferences:
Experience supporting global delivery or follow-the-sun operating models.
Experience managing teams that support both Windows and Unix/Linux infrastructure.
Exposure to Azure, Entra ID, hybrid identity, VMware, storage, backup, monitoring, or compute platforms.
Experience with Dynatrace, Azure Monitor, VMware Aria, or other enterprise monitoring and observability platforms.
Experience with performance management, staff development, training plans, and operational metrics reporting.
Relevant Microsoft, Linux, ITIL, or leadership certifications are preferred but not required.
Work Environment and Expectations:
Based in Hyderabad, India, supporting a global infrastructure operating model.
Requires regular overlap with U.S.-based leadership and platform engineering teams.
May require participation in escalations, major incidents, maintenance windows, and post-incident reviews.
Expected to support a structured operating rhythm across incident, request, change, monitoring, documentation, and escalation workflows.
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