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:
AVP, CTOC (Converged Technical Operations Center) 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:
Supervise 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:
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
7 + years of experience in leadership skills; identify the strengths and weaknesses of team members and make appropriate personnel decisions. Promote a high level of morals and motivation
7+ years of experience with the ability to establish and maintain effective working relationships with other employees, supervisory staff, and customers
7+ years of proven experience in managing personnel, developing schedules, meeting deadlines, setting project priorities, and following up
Bachelor’s Degree in Computer Science
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 technologies, develop new processes and improve procedures
Excellent documentation skills
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
Ability to work peak, off-peak, weekend and holiday shifts
Ability to communicate and respond effectively with clients, associates, and stakeholders
Ability to perform problem-solving, use logic and creative thought processes to resolve complex technical problems
Shift: 15:00-24:00 IST
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