Tech Support Specialist

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

Are you passionate about technology, incident management, and keeping critical business systems running at their best?

We're looking for an IT Command Center Analyst to become a key player in our global IT Service Management Command Center. This role is perfect for professionals who thrive in fast-paced environments, enjoy problem-solving, and are driven by operational excellence.

What You'll Do

• 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

What We're Looking For

• 2-4 years of experience 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 skills with both technical and non-technical stakeholders
• Ability to work in a rotating 24/7 operational environment

Nice to Have

• Experience supporting enterprise environments and critical incidents
• Knowledge Management, Post-Incident Reviews, and Continuous Improvement experience

Why Join?

You'll bring your authentic self to work while helping support the technology that powers a globally recognized brand. You'll gain exposure to enterprise-scale operations, collaborate with diverse technical teams, and play a critical role in ensuring operational excellence across the organization.

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