24/7 IT Command Center Technician

Levi Strauss & Co.; Ciudad de México; Híbrido; MXN 320.000 - 480.000; Jornada completa

Descripción de la vacante

Levi Strauss & Co. is seeking a 24/7 Command Center Analyst in Mexico City to monitor enterprise tools, validate alerts and perform initial troubleshooting.

You will log incidents, coordinate with L2/L3 teams, and maintain runbooks and shift handovers to ensure service availability and quick incident resolution. You will work with IT teams to provide timely updates, support post-incident reviews, and contribute to knowledge articles.

Formación

• 2–4 years of experience in IT support or a Command Center or monitoring environment.
• Experience with incident monitoring, alert validation, initial troubleshooting, incident logging and escalation.
• Familiarity with ITIL Incident and Request Management and maintaining incident records.
• Ability to communicate clearly with technical and non-technical audiences and collaborate with multiple teams.

Responsabilidades

• Monitor enterprise tools in real time, validate alerts, assess severity and impact.
• Initiate approved runbooks and perform first-level diagnostics.
• Log incidents with accurate categorization, timelines and dashboards; escalate to L2/L3 as needed.
• Maintain shift handover notes and contribute to runbooks, knowledge articles and post-incident reviews.
• Provide concise updates to stakeholders and support continuous improvement initiatives.

Conocimientos

Incident monitoring

Alert validation

Initial troubleshooting

Incident logging

Stakeholder communication

Educación

Bachelor's degree in a technology field

Herramientas

ServiceNow

Jira

Remedy

Descripción del empleo

Levi Strauss & Co. is seeking a 24/7 Command Center Analyst in Mexico City to monitor enterprise tools, validate alerts and perform initial troubleshooting.

You will log incidents, coordinate with L2/L3 teams, and maintain runbooks and shift handovers to ensure service availability and quick incident resolution. You will work with IT teams to provide timely updates, support post-incident reviews, and contribute to knowledge articles.