The group youll be a part of
The Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services. Together we support users globally with data information and systems to achieve their business objectives.
The impact youll make
The ITSM Operations Manager leads GIS-wide service operations across Incident Problem Change Request Configuration and Release Management. This role owns the CAB CMDB health and automation observability signal integration the enterprise developer portal for GIS platform services and the SLOSLA framework with error budgets. Success is measured by accelerated MTTR improved change success rates high CMDB accuracy reduced alert noise clear SLOs with actionable error budgets and seamless release coordination-with strong guardrails automation and AIOps that scale reliably across all infrastructure and applications.
What youll do
Change & Release Management
Manage the Change Advisory Board CAB Chair CAB enforce policy risk assessment segregation of duties and approval workflows.
Establish GIS-wide release calendar Maintain a unified calendar across platforms coordinate release windows blackout periods and dependencies.
Automate release notes and org communications Drive auto-generated release notes stakeholder notifications and post-release reporting.
Compliance & audit readiness Track change successfailure rates rollback trends and adherence to policy and regulatory requirements.
Configuration Management & CMDB Automation
Own CMDB strategy and data model Define CI classes relationships and normalizationenrichment rules aligned to GIS architecture.
Automated inventory management Implement discovery reconciliation and lifecycle updates for all infrastructure.
Application Portfolio Management APM integration Incorporate APM into CMDB to deliver intelligent impact assessments for change requests and incident impact analysis.
Data quality & completeness Measure and improve accuracy coverage and timeliness of CI records via automated controls.
Incident Problem and Request Excellence
Design and automate workflows Standardize and automate Incident Problem and Request processes for consistency and speed.
MTTR reduction using AIOps Deploy correlation noise reduction anomaly detection and runbooks to accelerate triage and resolution.
Root cause & trend analysis Lead problem management to eliminate recurring issues and drive preventative fixes.
Self-healing automation Define and maintain auto-remediation playbooks guardrails and approvals for safe execution.
Observability SLOs & Error Budgets
Integrate observability platforms with ITSM Correlate alerts enrich tickets with telemetry and topology and route to the right resolver groups.
Define SLOsSLIs & error budgets Partner with SREplatform teams to set service-level objectives.
Operationalize error budgets Implement policies for budget consumption burn-rate alerts and automated actions when thresholds are crossed.
Alert hygiene & event management Suppression deduplication dynamic thresholds health models business service mapping and SLO-based alerting to improve prioritization and impact assessment.
Reliabilityvelocity balance Use error budgets to make data-driven decisions that balance feature delivery speed with service reliability.
Analytics & Operational Insights
Operational metrics & dashboards Create actionable analytics across Incident Change Request Problem Release and CMDB health.
SLO & error-budget reporting Publish service SLO compliance error-budget burn rate budget exhaustion events and their correlation with releaseschanges and incidents.
Executive reporting Provide weeklymonthly scorecards trend analyses and recommendations to leadership and CAB.
Data-driven improvements Use quantitative insights to prioritize automation address bottlenecks and improve service levels.
Developer Portal Ownership
Define portal strategy & taxonomy Publish self-service catalogs API documentation SLAsSLOs error-budget policies standards and onboarding guides.
Automate self-service Enable automated provisioning change submissions runbook execution and statusSLO visibility for developers.
Governance & lifecycle Keep content current measure adoption satisfaction and request deflection.
Who were looking for
ITSM Expertise Deep experience with Incident Problem Change Request CMDB CAB and Release Management in enterprise environments.
SLOs & Error Budgets Practical experience defining SLIsSLOs setting error budgets and integrating them into operational decision-making change gating incident priority post-mortems.
Automation & AIOps Runbooks orchestration correlation noise reduction and auto-remediation.
Observability Hands-on with metrics logs traces integrating tools e.g. Datadog Dynatrace New Relic Splunk Azure Monitor PrometheusGrafana into ITSM.
CMDB & Discovery CI modeling discovery sources reconciliation normalization data lineage and service mapping.
Analytics Dashboards SQLBI trend analysis KPI design translating data into executive narratives.
Process Design & Governance LeanITIL process modeling policy creation auditcompliance and change risk management.
Stakeholder Management Communication negotiation CAB cross-functional alignment and vendor partnership management.
Security & Compliance Awareness Least privilege change controls audit trails and operational risk management.
Preferred qualifications
Bachelors degree in Information Systems Computer Science Engineering or related field Masters preferred.
7-10 years in IT OperationsITSM 3-5 years leading ITSM functions in large enterprises.
Certifications ITIL 4 Managing Professional preferred plus one or more of ServiceNowITSM AzureAWSGCP DevOps e.g. DASASAFe Observability vendor certs SRE-oriented credentials.
Demonstrated delivery of automationAIOps initiatives CMDB transformations and SLOerror-budget frameworks at scale.
Our commitment
We believe it is important for every person to feel valued included and empowered to achieve their full potential. By bringing unique individuals and viewpoints together we achieve extraordinary results.
Lam Research
Lam or the Company is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies practices and procedures on the basis of race religious creed color national origin ancestry physical disability mental disability medical condition genetic information marital status sex including pregnancy childbirth and related medical conditions gender gender identity gender expression age sexual orientation or military and veteran status or any other category protected by applicable federal state or local laws. It is the Companys intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.
Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex.
'On-site Flex youll work 3 days per week on-site at a Lam or customersupplier location with the opportunity to work remotely for the balance of the week.
'Virtual Flex youll work 1-2 days per week on-site at a Lam or customersupplier location and remotely the rest of the time.
Our Perks and Benefits
At Lam our people make amazing things possible. Thats why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.
From smartphones and tablets to wearables and automobiles, it’s hard to go more than a few hours without using a semiconductor-enabled device. The semiconductor industry touches nearly every person on the planet, and chipmakers continue to advance the technology that powers it all.
As a trusted partner to the world’s leading semiconductor companies, we welcome challenges and we deliver. That’s why, today, nearly every advanced chip is built with Lam technology.
Our innovative wafer fabrication equipment and services allow chipmakers to build smaller and better performing devices. We combine superior systems engineering, technology leadership, and a strong values-based culture, with an unwavering commitment to our customers.