The Support team is the human face of CCOE for every engineering team that consumes our AWS landing zone - and at our scale, 'support' is a relentless, automation-first operations function, not a queue full of tickets. As VP, Support, you'll lead a 24x7 Tier 1 / Tier 2 operations team that triages tickets, runs change windows, fulfills account / IAM / access requests, executes runbooks, and commands major incidents - and you'll automate every repeatable thing along the way. If you want to lead a globally distributed team across the US and India and run the cloud well enough that we get rid of toil rather than scaling it, this is your seat. Job Overview: As the VP, AWS Support, you lead the Support team in LPL's Cloud Center of Excellence (CCOE). You own the strategy, architecture, implementation, and operations of LPL's CCOE Tier 1 / Tier 2 24x7 production support for the AWS landing zone - the run-the-cloud function inside CCOE. Your team is the entry point for application teams: inbound ticket triage across Jira and ServiceNow, account / IAM / access-request fulfillment, runbook execution and continuous automation of repeatable operations, change-window execution, major incident command for production cloud incidents, and structured escalation into the Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery, and to the Principal Engineer, Cloud Strategy Lead when the issue is cross-CCOE. You partner closely with the Monitoring pod within Foundations on alert routing into ServiceNow and on the feedback loop from incident review back into durable monitoring and platform improvement. LPL is an AWS-first CCOE: a multi-account landing zone with 100+ private reusable Terraform modules that enable 60+ AWS services, all delivered through Terraform Cloud and GitHub Actions. You are both a people leader for a globally distributed team across the US and LPL's India Global Capability Center (GCC) and a hands-on senior engineer who contributes directly to runbooks, Terraform code, and major incident command. Responsibilities: - Lead the Support team in CCOE: own the strategy, architecture, implementation, and operations of LPL's 24x7 Tier 1 / Tier 2 production support for the AWS landing zone - Own inbound ticket triage from application teams across Jira and ServiceNow with clear SLAs, predictable routing, and escalation paths into the Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery, and to the Principal Engineer, Cloud Strategy Lead for cross-CCOE topics - Own account / IAM / access-request fulfillment for the landing zone and continuously automate it down - every repeatable request should become a self-service path through the Account Factory for Terraform (AFT) and the private Terraform module library - Own runbook authorship, ownership, and execution; pair with the Monitoring pod within Foundations on the feedback loop from incident response back into durable monitoring improvements and into the paved-road experience for application teams - Own change-management execution for CCOE: change-window planning and execution, change-advisory partnership with the enterprise change function, and ServiceNow change-record discipline - Lead major incident command for production cloud incidents inside CCOE's scope and partner with the Monitoring pod on alert routing into ServiceNow; drive blameless post-incident reviews to durable platform, runbook, and monitoring improvements - Co-own the support paved road with the Functional Design Engineering & Strategy pod within Foundations: opinionated patterns for self-service, runbook templates, and the explicit definition of which requests are 'self-service', 'Tier 1 / Tier 2', or 'escalate' - Embed agentic AI capabilities into the team's engineering practice (e.g., Cursor, Claude Code, Bedrock, MCP servers, agentic IaC and review workflows) and into the platform's self-service experience for internal customers - Embed agentic AI capabilities into the support function: AI-assisted ticket triage and routing, runbook generation, conversational self-service for account / IAM / access requests, major-incident copilots that summarize the last hour of telemetry and chat, and MCP-backed agents that join ticket context, AWS account state, and runbooks into one queryable view - Recruit, develop, mentor, and retain a globally distributed team of senior cloud engineers across LPL's US offices and India Global Capability Center (GCC) - Own all people-management responsibilities for the pod including hiring, onboarding, weekly 1:1s, performance management, compensation planning, career development, and certification-path execution per the CCOE certification matrix - Operate as a player-coach: spend meaningful time hands-on in Terraform code, design reviews, peer reviews, and incident response while leading people and delivery - Lead and personally participate in 24x7 on-call rotations as senior incident commander and technical escalation point for the pod - Partner with peer VPs across the Cloud Center of Excellence - the leaders of the five CCOE teams (Foundations, Platforms, Containers, Support, Delivery) and the leaders of the pods within Foundations (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring) - to align roadmaps and remove cross-team and cross-pod blockers - Champion AWS Well-Architected Framework adoption across all six pillars and drive continuous improvement against operational, security, reliability, performance, cost, and sustainability outcomes - Contribute to and curate the private Terraform module library that powers self-service infrastructure for application teams, including module standards, versioning, deprecation, and contribution patterns - Participate in Agile/Scrum ceremonies (sprint planning, standups, backlog grooming, retrospectives) and partner with the RTE and PMO on delivery commitments and dependencies - Represent the pod in executive forums, architecture review boards, internal audit, and customer engagements; communicate technical risk and trade-offs to non-technical executives 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: - 10+ years of progressive technical experience including 5+ years in cloud infrastructure or platform engineering leadership; Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience) - 5+ years of hands-on production AWS at scale in a multi-account landing zone, with 4+ years of authoring production Terraform in a private module ecosystem delivered through Terraform Cloud and GitHub Actions - 3+ years experience as a direct people manager of engineering teams of 5+ engineers, including hiring, performance management, compensation, and difficult personnel decisions - 5+ years experience leading and personally participating in 24x7 production on-call rotations in a fast-paced, security-conscious, regulated environment (financial services strongly preferred) - 3+ years experience leading a 24x7 Tier 1 / Tier 2 cloud operations or cloud support function at enterprise scale, including ticket triage SLAs, major incident command, change-window execution, and the automation-down of repeatable requests Core Competencies: - Player-coach who is comfortable in code reviews, architecture sessions, and people 1:1s in the same day - Continuous learner, especially in cloud-native, IaC, platform engineering, and applied AI - Sets vision and translates ambiguous strategy into executable engineering roadmaps - Bias for self-service, automation, and reducing toil for downstream internal customers - Builds high-trust relationships across the US and India organization and across functions (Architecture, Security, FinOps, Application Engineering, Network, Audit) - Calm, decisive incident commander; fosters a strong post-incident learning culture - Excellent written and verbal communication, executive presence, and ability to influence without direct authority - Thrives in matrixed, fast-paced, regulated environments with imperfect information Preferences: - Master's degree in Computer Science, Engineering, or MBA - Experience building, scaling, or leading globally distributed engineering teams across the US and India / GCC - Experience integrating agentic AI / GenAI tooling (Cursor, Claude Code, Copilot, Bedrock, MCP) into platform, IaC, and engineering practice - Strong scripting / programming proficiency in Python, Bash, or PowerShell - AWS Solutions Architect - Professional - AWS Certified Generative AI Developer - Associate - HashiCorp Certified: Terraform Associate (004) or Authoring & Operations - Certified Kubernetes Application Developer (CKAD) - Open-source contributions, public technical writing, or conference speaking on cloud, IaC, or platform engineering topics - Experience with Backstage or another Internal Developer Platform (IDP) - Experience with FinOps practices and cloud cost management at scale Pay Range: $149,350.00 - $248,848.00 Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!