L1 Production Support Engineer | NOC Analyst || Fremont, CA - Hybrid, 2-3 days onsite

Job Title: L0/L1Triage - Front Door SME



Location: Fremont, CA Hybrid, 2 3 days onsite



Duration: Long Term

Job Summary

Lam Research is seeking an L0/L1 Triage Front Door SME to serve as the primary entry point for platform-related incidents, service requests, and monitoring alerts. This role will own the initial intake, triage, documentation, and routing of issues to the appropriate L2 engineering, vendor, infrastructure, or IT teams.

The ideal candidate will have strong enterprise IT operations or application support experience, excellent incident ownership and communication skills, and the ability to perform structured troubleshooting using established runbooks.

Key Responsibilities

• Act as the front door for platform requests, incidents, service requests, and alerts .
• Receive, review, and triage incoming incidents and operational requests.
• Perform initial platform and application health checks using approved runbooks.
• Gather and document:
  • Issue details
  • Business impact
  • Error messages
  • Logs and supporting evidence
  • Troubleshooting already performed
• Determine the appropriate support group and route issues to L2, engineering, vendors, infrastructure, security, or IT teams .
• Maintain ownership of incidents through resolution and closure.
• Coordinate cross-team escalations and ensure appropriate follow-up.
• Communicate incident status and expected next steps to stakeholders and users.
• Monitor alerts and determine whether they represent actionable incidents.
• Identify recurring issues and recommend improvements to operational procedures.
• Help maintain and improve troubleshooting guides, knowledge articles, and operational runbooks.
• Follow established incident, change, escalation, and service-management processes.
• Support ITIL/SRE-based operational practices where applicable.

Required Qualifications

• Experience in enterprise IT operations, service desk, NOC, application support, or production support .
• Strong experience with incident triage and troubleshooting .
• Demonstrated ability to own incidents from intake through resolution.
• Experience working with ticketing and incident-management systems .
• Working knowledge of monitoring and alerting tools.
• Experience following and improving operational runbooks.
• Understanding of access management and basic operational support processes.
• Ability to troubleshoot across cloud, data, and AI platforms at an initial support level.
• Strong written and verbal communication skills.
• Ability to coordinate effectively with engineering, infrastructure, security, vendors, and business teams.

Preferred Qualifications

• ITIL experience or certification.
• SRE/production operations experience.
• Experience with ServiceNow, Jira, or similar ticketing platforms.
• Experience with AWS, Azure, or GCP.
• Experience supporting data or AI platforms.
• Experience with monitoring tools such as Splunk, Datadog, Grafana, or similar.