Senior IT Incident & Change Manager

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

Job summary

Levi Strauss & Co. is seeking an experienced IT Operations leader to manage the 24/7 Global IT Command Center. You will coordinate major incidents, drive service restoration, and govern Change Advisory Board processes for stable releases.

Collaborate with platform engineers, vendors, and stakeholders to strengthen incident, problem, and change management and improve disaster recovery readiness. The role requires hands-on experience with ServiceNow ITSM, CMDB management, and operational

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• Nice to have ITIL certification.
• ServiceNow Administrator or ITSM certification.

Responsibilities

• Lead major-incident response and 24/7 Command Center operations; coordinate triage, communication, and post-incident follow-ups.
• Govern change intake, risk assessment, scheduling, and CAB execution; enforce standards and track outcomes.
• Oversee Command Center monitoring, runbooks, on-call rotations, and escalation paths for events.
• Lead problem reviews; ensure root-cause analysis and preventive actions.
• Partner with platform engineering to configure/enhance ServiceNow ITSM modules; maintain CMDB data quality; integrate monitoring and automation tools.
• Produce dashboards and executive updates; identify trends and risks; recommend improvements.
• Coordinate with MSPs and SaaS vendors for escalations and SLAs; align with business stakeholders.

Skills

Incident Management

Change Management

Problem Management

ITIL

Leadership

Stakeholder Management

Executive Communication

Root Cause Analysis

Education

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

ITIL certification (nice to have)

ServiceNow Administrator or ITSM certification

Tools

ServiceNow ITSM

CMDB management

Monitoring platforms

Automation tools

Job description

Levi Strauss & Co. is seeking an experienced IT Operations leader to manage the 24/7 Global IT Command Center. You will coordinate major incidents, drive service restoration, and govern Change Advisory Board processes for stable releases.

Collaborate with platform engineers, vendors, and stakeholders to strengthen incident, problem, and change management and improve disaster recovery readiness. The role requires hands-on experience with ServiceNow ITSM, CMDB management, and operational