IT Command Center Analyst — Real-Time Incident Response

Levi Strauss & Co.; Ciudad de México; Hybrid; MXN 300,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Levi Strauss & Co. in Mexico City is seeking an IT Command Center Analyst to monitor real-time enterprise systems, validate alerts, and coordinate incident response in a fast-paced, global ITSM Command Center environment.

You will work with Service Desk, Infrastructure, Security, and Application teams to ensure service continuity, document incidents, and contribute to major incident management and post-incident reviews.

Qualifications

• 2–4 years in IT Support, Technical Support, NOC, SOC, Monitoring or Command Center environments.
• Experience with incident management, troubleshooting, alert monitoring, and escalation processes.
• Knowledge of ITIL Incident & Request Management practices.
• Experience with ServiceNow, Jira, Remedy, or similar ITSM tools.
• Strong communication with both technical and non-technical stakeholders.
• Ability to work in a rotating 24/7 operational environment.

Responsibilities

• Monitor enterprise systems and dashboards in real time
• Validate and triage alerts, assessing business impact and severity
• Execute incident runbooks and perform first-level troubleshooting
• Escalate issues to technical teams and coordinate incident response
• Create and maintain accurate incident documentation and shift handovers
• Support major incident management activities and post-incident reviews
• Collaborate with Service Desk, Infrastructure, Security, and Application teams to ensure service continuity

Skills

Incident management

Troubleshooting

Communication

Tools

ServiceNow

Jira

Remedy

Job description

Levi Strauss & Co. in Mexico City is seeking an IT Command Center Analyst to monitor real-time enterprise systems, validate alerts, and coordinate incident response in a fast-paced, global ITSM Command Center environment.

You will work with Service Desk, Infrastructure, Security, and Application teams to ensure service continuity, document incidents, and contribute to major incident management and post-incident reviews.