AVP Business Analyst Manager, Production Operations L2

What you'll do

• Lead Level 2/Level 3 triage and resolution for advisor- and client-facing applications.
• Manage incident bridges to coordinate technical towers and communicate status to stakeholders.
• Oversee ServiceNow queue health to ensure SLA adherence and high-quality documentation.
• Direct application and batch monitoring practices using tools like Dynatrace and SolarWinds.
• Serve as a CAB board member to review change records for risk and implementation quality.
• Manage and develop a distributed onshore/offshore support team through mentoring and coverage planning.
• Own the Knowledge Transfer process for new applications entering the support organization.
• Build operational reports using SQL and Excel to track SLAs and incident trends.

What we're looking for

• Bachelor's degree in Information Systems, Business, Finance, or a related field, or equivalent professional experience.
• Minimum of 7 years in technology operations, production support, or business analysis.
• Minimum of 2 years leading or formally mentoring a support team.
• Demonstrated ownership of incident, problem, and change management processes aligned to ITIL practices.
• Hands-on experience with ServiceNow and enterprise monitoring platforms.
• Working proficiency in SQL for troubleshooting and data validation, plus strong Excel skills for operational reporting.
• Financial services, wealth management, or broker-dealer experience (preferred).
• Lean Six Sigma Green Belt or ITIL Foundation certification (preferred).