Global IT Command Center Lead — Major Incident & Change

Levi Strauss & Co.; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Levi Strauss & Co. in Mexico City seeks an IT Command Center Manager on Duty to lead 24/7 major-incident response, drive service restoration, and govern enterprise changes. The role collaborates with platform, network, and vendor teams to strengthen resilience and operational discipline.

Ideal candidates bring 5–7 years of IT operations leadership, ITIL/ITSM expertise, and hands-on ServiceNow and CMDB experience for continuous improvement and executive visibility.

Qualifications

• 5–7 years of experience in IT operations or support.
• Experience leading major incidents as a primary liaison and participating in on-call rotations for 24/7 operations.
• Strong knowledge of ITIL and ITSM practices, change governance, and risk-based decision-making.
• Hands-on experience with ServiceNow ITSM, CMDB management, and dashboards.
• Clear executive, technical, and business communication skills.

Responsibilities

• Lead major-incident response coordination in a 24/7 environment.
• Govern change intake, risk assessment, scheduling, and CAB execution.
• Strengthen Command Center operations and runbooks, and monitor incidents.
• Partner with platform teams to enhance ServiceNow ITSM and CMDB quality.
• Coordinate MSPs and vendors, mentor peers, and drive continuous improvement.
• Act as MOD during high-impact events and drive post-incident follow-ups.
• Oversee DR planning, exercises, and integration into Command Center.
• Produce dashboards and executive updates for incident, change, and problem metrics.
• Maintain monitoring, alerting, and escalation paths across teams.

Skills

Incident management

Change management

ITIL

ITSM

ServiceNow ITSM

CMDB management

Stakeholder management

Leadership

Education

Bachelor’s degree in Information Technology or Computer Science or Engineering

Tools

ServiceNow ITSM

CMDB

Monitoring platforms

Automation tools

Job description

Levi Strauss & Co. in Mexico City seeks an IT Command Center Manager on Duty to lead 24/7 major-incident response, drive service restoration, and govern enterprise changes. The role collaborates with platform, network, and vendor teams to strengthen resilience and operational discipline.

Ideal candidates bring 5–7 years of IT operations leadership, ITIL/ITSM expertise, and hands-on ServiceNow and CMDB experience for continuous improvement and executive visibility.