Global IT Command Center Lead: Incidents & Change

Levi Strauss & Co.; Ciudad de México; Hybrid; MXN 900,000 - 1,500,000; Full time

Job summary

Levi Strauss & Co. is seeking an IT Operations Leader to manage 24/7 major incidents as Manager on Duty, drive triage, communications, and restoration activities across global teams.

The role also governs change processes, strengthens the Command Center, and collaborates with platform groups to enhance monitoring, CMDB quality, and automation. The ideal candidate has 5–7 years in IT operations with ITIL/ITSM expertise, hands-on ServiceNow ITSM experience, and strong stakeholder communication.

Qualifications

• Bachelor's degree in information technology, computer science, engineering, or related field.
• Experience leading major incidents in 24/7 production environments.
• Strong knowledge of ITIL and ITSM practices, change governance, CAB execution.

Responsibilities

• Lead major-incident response as Manager on Duty in a 24/7 environment, coordinating triage and communications.
• Govern change intake, risk assessment, scheduling, readiness, and CAB execution.
• Strengthen Command Center operations, runbooks, monitoring, escalation, and DR exercises.
• Partner with platform teams to improve ServiceNow ITSM, CMDB data quality, and integrations.
• Coordinate with MSPs and technology vendors, mentor peers, and drive continuous improvement.
• Produce operational dashboards and executive updates on incident, change, and problem metrics.

Skills

IT operations leadership

Incident management

Problem management

Change management

Major incident response

ServiceNow ITSM

Executive communication

ITIL knowledge

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow ITSM

CMDB management

Monitoring & alerting tools

Automation tools

Job description

Levi Strauss & Co. is seeking an IT Operations Leader to manage 24/7 major incidents as Manager on Duty, drive triage, communications, and restoration activities across global teams.

The role also governs change processes, strengthens the Command Center, and collaborates with platform groups to enhance monitoring, CMDB quality, and automation. The ideal candidate has 5–7 years in IT operations with ITIL/ITSM expertise, hands-on ServiceNow ITSM experience, and strong stakeholder communication.