Lead Support Technician

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

Job summary

Levi Strauss & Co. seeks an experienced Major Incident & IT Service Operations Lead to join our global Command Center. You will drive incident response, change governance, and release readiness across a worldwide technology landscape.

Lead 24/7 operations, coordinate executive communications, and partner with technical teams to improve ServiceNow ITSM, monitoring, dashboards, and resilience. Bachelor's degree required.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading Major Incidents in enterprise environments.
• Strong ITIL-based governance and change management knowledge.

Responsibilities

• Lead major incident response as part of on-call rotation.
• Coordinate triage calls, communications, and restoration activities.
• Oversee change intake, CAB, and release readiness reviews.
• Drive problem management and RCA to reduce recurring incidents.
• Enhance ServiceNow ITSM, monitoring, dashboards, and executive reports.
• Support Disaster Recovery planning and operational readiness.

Skills

IT Operations

Production Support

Command Center

ITSM

Service Management

Incident Management

Change Management

ITIL

CMDB Management

ServiceNow

Monitoring

Event Management

Executive Communication

Education

Bachelor's degree

Tools

ServiceNow ITSM

CMDB Management

Monitoring Platforms

Event Management Tools

Job description

When critical systems are down, businesses need leaders who can bring order to chaos.

We're looking for an experienced Major Incident & IT Service Operations Lead to join our global Command Center organization and play a key role in ensuring service continuity across a complex, worldwide technology landscape.

If you're passionate about Incident Management, ITSM, Change Governance, ServiceNow, and leading high-impact operational responses, this is an exceptional opportunity to influence enterprise resilience at a global scale.

What You'll Do

• Lead major incident response efforts as part of the Manager on Duty (MOD) rotation.
• Coordinate triage, technical bridge calls, stakeholder communications, escalations, and restoration activities during high-impact events.
• Change intake
• Change Advisory Board (CAB) execution
• Release readiness reviews
• Change quality improvement initiatives
• Strengthen 24/7 Command Center operations through:
• Monitoring optimization
• Runbook improvements
• Operational readiness initiatives
• Drive Problem Management and Root Cause Analysis activities to reduce recurring incidents and improve service reliability.
• Partner with technical teams to enhance:
• ServiceNow ITSM processes
• Monitoring and Event Management integrations
• Produce operational dashboards, metrics, executive reports, and recommendations that improve operational performance and resilience.
• Support Disaster Recovery planning, testing, and operational readiness programs.

What We're Looking For

• 5-7 years of experience in IT Operations, Production Support, Command Center Operations, ITSM, or Service Management environments.
• Proven experience leading Major Incidents in enterprise environments.
• Experience participating in Manager on Duty, Incident Commander, or equivalent 24x7 operational rotation.
• Strong knowledge of:
• Change Management
• ITIL Framework
• Operational Governance
• Hands-on experience with:
• ServiceNow ITSM
• CMDB Management
• Operational Reporting & Dashboards
• Monitoring and Event Management platforms
• Ability to communicate effectively with executives, technical teams, vendors, and business stakeholders during high-pressure situations.
• Bachelor's degree or equivalent experience.

Nice to Have

• ITIL Certification
• ServiceNow Administrator or ITSM Certification
• Experience with Disaster Recovery exercises
• Automation and Event Management tools
• Managed Service Provider (MSP) governance
• Vendor and SLA management

You’ll join a company that values authenticity, innovation, and continuous improvement. This role offers a unique opportunity to influence global IT operations, drive service excellence, and help shape the resiliency strategy behind one of the world's most iconic brands.

You'll work with cross-functional teams across infrastructure, cloud, security, applications, and business operations while leading responses to some of the most critical technology events impacting the organization.

IT Command Center Lead

Service Operations Manager

IT Operations Lead

Production Support Manager

Incident Commander

Service Delivery Manager

ITSM Manager