GIS ITSM Operations Manager

The Global Information Systems Group is dedicated to the success of Lam through providingbest-in-class and innovative information system solutions and services. Together, we supportusers globally with data, information, and systems to achieve their business objectives.

The ITSM Operations Manager leads GISwide 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 SLO/SLA 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.

Change & Release Management

• Manage the Change Advisory Board (CAB): Chair CAB, enforce policy, risk assessment, segregation of duties, and approval workflows.
• Establish GISwide release calendar: Maintain a unified calendar across platforms; coordinate release windows, blackout periods, and dependencies.
• Automate release notes and org communications: Drive autogenerated release notes, stakeholder notifications, and postrelease reporting.
• Compliance & audit readiness: Track change success/failure 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 normalization/enrichment 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.
• Selfhealing automation: Define and maintain autoremediation 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 SLOs/SLIs & error budgets: Partner with SRE/platform teams to set servicelevel objectives.
• Operationalize error budgets: Implement policies for budget consumption, burnrate alerts, and automated actions when thresholds are crossed.
• Alert hygiene & event management: Suppression, deduplication, dynamic thresholds; health models, business service mapping, and SLObased alerting to improve prioritization and impact assessment.
• Reliability/velocity balance: Use error budgets to make datadriven 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 & errorbudget reporting: Publish service SLO compliance, errorbudget burn rate, budget exhaustion events, and their correlation with releases/changes and incidents.
• Executive reporting: Provide weekly/monthly scorecards, trend analyses, and recommendations to leadership and CAB.
• Datadriven improvements: Use quantitative insights to prioritize automation, address bottlenecks, and improve service levels.

• ITSM Expertise: Deep experience with Incident, Problem, Change, Request, CMDB, CAB, and Release Management in enterprise environments.
• SLOs & Error Budgets: Practical experience defining SLIs/SLOs, setting error budgets, and integrating them into operational decisionmaking (change gating, incident priority, postmortems).
• Automation & AIOps: Runbooks, orchestration, correlation, noise reduction, and autoremediation.
• Observability: Handson with metrics, logs, traces; integrating tools (e.g., Datadog, Dynatrace, New Relic, Splunk, Azure Monitor, Prometheus/Grafana) into ITSM.
• CMDB & Discovery: CI modeling, discovery sources, reconciliation, normalization, data lineage, and service mapping.
• Analytics: Dashboards, SQL/BI, trend analysis, KPI design; translating data into executive narratives.
• Process Design & Governance: Lean/ITIL process modeling, policy creation, audit/compliance, and change risk management.
• Stakeholder Management: Communication, negotiation (CAB), crossfunctional alignment, and vendor partnership management.
• Security & Compliance Awareness: Least privilege, change controls, audit trails, and operational risk management.

• Bachelor's degree in Information Systems, Computer Science, Engineering, or related field; Master's preferred.
• 7-10+ years in IT Operations/ITSM; 3-5+ years leading ITSM functions in large enterprises.
• Certifications: ITIL 4 (Managing Professional preferred); plus one or more of: ServiceNow/ITSM, Azure/AWS/GCP, DevOps (e.g., DASA/SAFe), Observability vendor certs, SREoriented credentials.
• Demonstrated delivery of automation/AIOps initiatives, CMDB transformations, and SLO/errorbudget frameworks at scale.

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 Company's 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' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.