Global Incident & Change Lead — 24/7 Command Center

Levi Strauss & Co.; Ciudad de México; On-site; MXN 1,200,000 - 1,800,000; Full time

Job summary

Levi Strauss & Co. in Mexico City is seeking an experienced IT operations leader to manage the 24/7 Command Center and serve in the Manager on Duty rotation during high-impact technology events. You will coordinate major incidents, governance of change activities, and disaster recovery readiness.

Collaborate with platform teams, vendors, and business stakeholders to improve service continuity and operational resilience, delivering clear executive updates and dashboards.

Qualifications

• 5–7 years of experience in IT operations or support.
• Experience leading major incidents and on-call rotations for 24/7 operations.
• Strong knowledge of ITIL, ITSM practices, CAB execution, and risk-based decision-making.
• Hands-on ServiceNow ITSM, CMDB management, dashboards, and cross-team collaboration.

Responsibilities

• Lead major incidents as Manager on Duty; coordinate triage, calls, communications, and post-incident follow-up.
• Govern change intake, risk assessment, scheduling, readiness, and CAB execution.
• Oversee 24/7 Command Center runbooks, monitoring, escalation paths, and DR readiness.
• Produce operational dashboards and executive updates; drive continuous improvement.
• Coordinate with MSPs/vendors and cross-functional teams to implement corrective actions.

Skills

Incident management

IT operations leadership

ITIL/ITSM knowledge

ServiceNow ITSM

Communication skills

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, a related technical field, or equivalent practical experience

Job description

Levi Strauss & Co. in Mexico City is seeking an experienced IT operations leader to manage the 24/7 Command Center and serve in the Manager on Duty rotation during high-impact technology events. You will coordinate major incidents, governance of change activities, and disaster recovery readiness.

Collaborate with platform teams, vendors, and business stakeholders to improve service continuity and operational resilience, delivering clear executive updates and dashboards.