GIS ITSM Operations Manager

Lam Research•Tualatin, OR

11d

About The Position

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 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 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.

Requirements

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.

Nice To Haves

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.

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.
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.
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.
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 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.
Reliability/velocity balance: Use error budgets to make data‑driven decisions that balance feature delivery speed with service reliability.
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 releases/changes and incidents.
Executive reporting: Provide weekly/monthly scorecards, trend analyses, and recommendations to leadership and CAB.
Data‑driven improvements: 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.
Automate self‑service: Enable automated provisioning, change submissions, runbook execution, and status/SLO visibility for developers.
Governance & lifecycle: Keep content current; measure adoption, satisfaction, and request deflection.