Hybrid IT Command Center Analyst (24/7)

levistraussandco; Ciudad de México; Hybrid; MXN 420,000 - 600,000; Full time

Job summary

Levi Strauss & Co. is seeking an IT support professional to join the 24/7 Command Center in Mexico City. You will monitor enterprise tools, validate alerts, perform initial incident triage, and escalate to L2/L3 teams to maintain service availability and user experience.

With 2-4 years in IT support or a monitoring environment, you will log incidents, maintain dashboards, and collaborate across Service Desk, infrastructure, and application teams. Hybrid, full-time role based in Mexico City.

Qualifications

• 2-4 years of experience in IT support, technical support, or a Command Center or monitoring environment.
• Experience with incident monitoring, alert validation, initial troubleshooting, incident logging, categorization, prioritization, and timely escalation using defined protocols and runbooks.
• Working knowledge of ITIL Incident Management and Request Management, with experience maintaining accurate incident records, operational dashboards, and shift handovers.

Responsibilities

• Real-time monitoring and alert triage - monitor enterprise tools/dashboards; validate alerts; prioritize by severity and impact; initiate runbooks according to defined protocols
• Escalation and coordination - engage L2/L3 and application teams per escalation matrices; provide timely updates; support the Incident Manager during high-priority events
• Incident logging and documentation - create/update tickets with accurate categorization, impact/urgency assessment, timelines, operational dashboards, and shift logs
• Basic troubleshooting and request handling - perform first-level diagnostics for common hardware/software issues and standard requests within defined scripts and runbooks
• Continuous improvement and operational hygiene - contribute to runbook updates, known error records, knowledge articles, tool health checks, post-incident reviews, and training
• Shift handover quality and coverage readiness - maintain clear shift notes, handover documentation, and operational continuity across rotations
• Stakeholder communication and operational visibility - provide concise technical and non-technical updates that support incident visibility and response coordination

Skills

IT support

Incident management

Runbooks

Monitoring tools

Education

Bachelor's degree in a technology field

Tools

ServiceNow

Jira

Remedy

Job description

Levi Strauss & Co. is seeking an IT support professional to join the 24/7 Command Center in Mexico City. You will monitor enterprise tools, validate alerts, perform initial incident triage, and escalate to L2/L3 teams to maintain service availability and user experience.

With 2-4 years in IT support or a monitoring environment, you will log incidents, maintain dashboards, and collaborate across Service Desk, infrastructure, and application teams. Hybrid, full-time role based in Mexico City.