AVP - Business Analyst Manager - Production Operations L2 (Financial Services)

Location: Fort Mill/Charlotte, United States; other location: Austin, Texas

Salary: $115,360–$192,198 base salary per year

Company

hirify.global is a U.S. wealth management firm providing financial advisor platforms, investment solutions, fintech tools, and practice management services.

What you will do

• Lead Level 2/Level 3 triage, escalation, incident bridges, problem management, and resolution for advisor-, investor-, and Home Office-facing applications.
• Own ServiceNow queue health, SLA adherence, backlog management, ticket quality, application monitoring, and operational documentation.
• Review changes through CAB, coordinate release readiness, support restricted and emergency changes, and participate in disaster recovery and data center failover exercises.
• Manage and develop a geographically distributed onshore/offshore support team, including coverage planning, on-call rotations, mentoring, cross-training, and knowledge transfer.
• Prepare executive-ready risk communications and operational reporting, and partner with Development, QA, Infrastructure, Incident Management, Service Desk, and business operations.
• Use ServiceNow reporting, SQL, and Excel to analyze incidents, SLAs, assignment-group performance, and change volumes; identify automation and approved AI-enabled improvements.

Requirements

• Bachelor’s degree in Information Systems, Business, Finance, or a related field, or equivalent professional experience.
• Minimum 7 years of experience in technology operations, production support, or business analysis, including 2+ years leading or formally mentoring a support team.
• Demonstrated ownership of incident, problem, and change management processes aligned with ITIL practices.
• Hands-on experience with ServiceNow incidents, requests, changes, tasks, and reporting, plus enterprise monitoring platforms.
• Working proficiency in SQL for troubleshooting and data validation, along with strong Excel skills for operational reporting.

Nice to have

• Financial services, wealth management, or broker-dealer experience, including familiarity with brokerage and advisory operations.
• Frontline or Level 2 escalation experience and experience managing distributed onshore/offshore teams across time zones.
• Lean Six Sigma Green Belt or equivalent process improvement certification, and ITIL Foundation certification.
• Experience with Confluence, Jira, Dynatrace, SolarWinds, AlertSite, Kafka, and enterprise job schedulers.
• Experience with data center-level disaster recovery planning and execution.
• Practical experience applying approved AI tooling to support and reporting efficiency.
• Ability to write and deliver concise executive-level communications, including summaries, escalations, and risk statements.
• Experience supporting business-critical, customer-facing applications in a regulated environment.
• Willingness to support scheduled weekend releases, restricted change windows, and periodic after-hours incident response.

Culture & Benefits

• Leadership focused on employee experience, performance, development, integrity, collaboration, and continuous improvement.
• 401(k) matching, health benefits, employee stock options, paid time off, and volunteer time off.
• Work with distributed onshore/offshore teams and cross-functional technology and business partners.

Hiring process

• Applicants are contacted directly only from an @lplfinancial.com email address.
• Interviews are not conducted online or in chatroom forums, and applicants will not be asked for payment or bank or credit card information.