Global Planning Operations Escalation Manager

Lam Research; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

Lam Research is seeking a GP&O Escalation Manager located in Selangor, Malaysia. This role involves leading the management of high-severity incidents while ensuring communication and resolution across various teams. Candidates should possess a degree in Supply Chain or related field and have significant experience in operations or incident management.

The ideal applicant will demonstrate strong analytical abilities and communication skills, with a focus on improving operational stability.

Qualifications

• 7–10+ years of experience in technical support or operations.
• Exceptional communication skills including executive-level reporting.

Responsibilities

• Lead end-to-end management of high-severity incidents.
• Ensure timely, transparent communication and resolution.
• Drive structured Root Cause Analysis using industry-standard methodologies.

Skills

Analytical skills

Problem-solving skills

Communication skills

Stakeholder management

Education

Bachelor’s or Master’s degree in Supply Chain

Job description

Group you’ll be a part of

The Global Operations Group brings information systems, facilities, supply chain, logistics, and high-volume manufacturing together to drive the engine of our global business operations. We help Lam deliver industry-leading solutions with speed and efficiency, while actively supporting the resilient and profitable growth of Lam's business.

The impact you’ll make

The GP&O Escalation Manager is responsible for leading end-to‑end management of high‑severity incidents, chronic issues, and escalated customer or stakeholder concerns across the organization. This role ensures cross functional team formation, rapid containment, thorough root‑cause analysis, cross‑functional alignment, and implementation of long‑term corrective actions that improve operational stability and customer experience. The position partners closely with Global Planning & Operations teams, Supply Chain, Manufacturing, Customer Operations, Product Groups and senior leadership to minimize business impact and prevent recurrence of systemic issues.

What You’ll Do

Key Responsibilities

Escalation Ownership & Incident Response

• Serve as single point accountability for critical escalations, ensuring timely, transparent communication and resolution.
• Assess escalation across technical, operational and commercial dimensions to balance priority across the team.
• Accurately document incidents, containment, root cause, and decisions.
• Lead cross‑functional teams without direct authority.

Problem Management

• Rapid problem framing (signal>noise): quickly framing the problem, blocking issues/decisions, and business impact.
• Drive structured Root Cause Analysis using industry‑standard methodologies (e.g., 8D, PS&DM, Five Whys, Fishbone).

Communication & Reporting

• Provide clear, concise, and executive‑ready updates during live escalations and throughout incident resolution cycles.
• Develop metrics, dashboards, and reporting mechanisms to track incident trends, performance, and improvement progress.

Minimum Qualifications

• Bachelor’s or Master’s degree in Supply Chain, Operations Management, Business, Engineering, or related field.
• 7–10+ years of experience in technical support, operations, incident management, supply chain operations, or similar roles.
• Strong analytical and problem‑solving skills with the ability to rapidly understand complex systems and processes.
• Exceptional communication skills, including executive‑level reporting, stakeholder management, and customer‑facing interactions.

Preferred Qualifications

• Semiconductor industry or global supplier experience.
• Excellent verbal and written communication skills.

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 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.