Lam Research · 7 hours ago
GIS ITSM Operations Manager
Tualatin, OR
Full-time
Hybrid
Senior Level
7+ years expLam Research is dedicated to providing innovative information system solutions and services. The ITSM Operations Manager will lead GIS-wide service operations and be responsible for managing various ITSM processes, ensuring compliance, and driving automation and analytics to improve service delivery.
CleanTechManufacturingSemiconductor
Responsibilities
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 success/failure rates, rollback trends, and adherence to policy and regulatory requirements
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
Incorporate APM into CMDB to deliver intelligent impact assessments for change requests and incident impact analysis
Measure and improve accuracy, coverage, and timeliness of CI records via automated controls
Design and automate workflows: Standardize and automate Incident, Problem, and Request processes for consistency and speed
Deploy correlation, noise reduction, anomaly detection, and runbooks to accelerate triage and resolution
Lead problem management to eliminate recurring issues and drive preventative fixes
Define and maintain auto‑remediation playbooks, guardrails, and approvals for safe execution
Correlate alerts, enrich tickets with telemetry and topology, and route to the right resolver groups
Partner with SRE/platform teams to set service‑level objectives
Implement policies for budget consumption, burn‑rate alerts, and automated actions when thresholds are crossed
Suppression, deduplication, dynamic thresholds; health models, business service mapping, and SLO‑based alerting to improve prioritization and impact assessment
Use error budgets to make data‑driven decisions that balance feature delivery speed with service reliability
Create actionable analytics across Incident, Change, Request, Problem, Release, and CMDB health
Publish service SLO compliance, error‑budget burn rate, budget exhaustion events, and their correlation with releases/changes and incidents
Provide weekly/monthly scorecards, trend analyses, and recommendations to leadership and CAB
Use quantitative insights to prioritize automation, address bottlenecks, and improve service levels
Define portal strategy & taxonomy: Publish self‑service catalogs, API documentation, SLAs/SLOs, error‑budget policies, standards, and onboarding guides
Enable automated provisioning, change submissions, runbook execution, and status/SLO visibility for developers
Keep content current; measure adoption, satisfaction, and request deflection
Qualification
Required
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 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, 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), cross‑functional alignment, and vendor partnership management
Security & Compliance Awareness: Least privilege, change controls, audit trails, and operational risk management
Preferred
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, SRE‑oriented credentials
Demonstrated delivery of automation/AIOps initiatives, CMDB transformations, and SLO/error‑budget frameworks at scale
Benefits
A comprehensive set of outstanding benefits
Company
Lam Research
Lam Research supplies wafer fabrication equipment and services to the worldwide semiconductor industry.
10001+ employees
H1B Sponsorship
Lam Research has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (242)
2024 (239)
2023 (170)
2022 (216)
2021 (242)
2020 (182)
Funding
Current Stage
Public CompanyTotal Funding
unknown1984-05-11IPO
Leadership Team
Tim Archer
President and CEO
Rick Gottscho
Exec VP and CTO
Recent News
Morningstar.com
2026-01-09
2026-01-05
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