Lead Support Technician
Levi Strauss & Co. · Mexico City
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
Summary of the role:
You will help lead Levi Strauss & Co.’s 24/7 global IT Command Center operations and serve in the Manager on Duty rotation for high-impact technology events. This role coordinates major-incident response, drives service restoration, governs enterprise change activity through Change Advisory Board processes, and strengthens Incident, Problem, Change Management, and Disaster Recovery readiness. Working across technical resolver teams, vendors, and business stakeholders, you will help improve service continuity, operational discipline, and enterprise resilience.
About the Job
- Lead major-incident response as Manager on Duty by coordinating triage, technical bridge calls, stakeholder communications, escalations, restoration activities, and post-incident follow-up in a 24/7 environment.
- Govern change intake, risk assessment, scheduling, readiness, and Change Advisory Board execution to improve change quality, reduce change-related incidents, and support stable releases.
- Strengthen Command Center operations and service resilience by improving runbooks, monitoring and escalation practices, leading problem reviews and root-cause follow-up, supporting Disaster Recovery exercises, and producing operational dashboards and executive updates.
- Partner with platform teams to enhance ServiceNow ITSM processes, maintain CMDB data quality, and improve integrations across monitoring, event-management, and automation tools.
- Coordinate managed service providers and technology vendors, mentor peers, and influence cross-functional teams to implement corrective actions and continuous-improvement initiatives.
- Major Incident Management and MOD duties: Act as Manager on Duty for high-impact events; coordinate triage, communications, and technical bridge calls; make time-sensitive decisions; drive service restoration and post-incident follow-ups *
- Change Management and CAB execution: Govern change intake, risk assessment, scheduling, and readiness; lead/participate in CAB; enforce standards; track change outcomes and reduce change-related incidents *
- Command Center operations and monitoring: Oversee 24/7 Command Center runbooks, alert handling, on-call rotations; ensure effective monitoring thresholds, event correlation, and escalation paths *
- Continuous improvement, Problem Management, and root cause analysis: Lead problem reviews; ensure root cause identification; implement corrective/preventive actions; mature operational best practices *
- Tooling and platform administration: Partner with platform engineering to configure/enhance ServiceNow ITSM modules; maintain CMDB data quality; integrate monitoring/event management tools and automation
- Reporting, analytics, and operational health: Produce dashboards for incident, change, and problem metrics; provide executive summaries; identify trends and risks; recommend improvement initiatives
- Vendor and stakeholder management: Coordinate with MSPs and SaaS vendors for escalations and SLAs; align expectations with business stakeholders; ensure clear communications during events
- Disaster Recovery support: Support DR planning, exercises, and after-action reviews; validate operational readiness; ensure Command Center integration into DR events
About You
- 5–7 years of experience in IT operations or support, with demonstrated leadership across Incident, Problem, and Change Management in production environments.
- Experience leading major incidents as a primary liaison and participating in Manager on Duty or equivalent on-call rotations for 24/7 operations.
- Strong knowledge of ITIL and ITSM practices, change governance, Change Advisory Board execution, technical troubleshooting, root-cause analysis, and risk-based decision-making.
- Hands-on experience with ServiceNow ITSM, CMDB management, operational dashboards, and collaboration across network, server, cloud, application, security, and vendor teams.
- Clear executive, technical, and business communication skills, with the ability to coordinate teams and make time-sensitive decisions during high-impact events.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, a related technical field, or equivalent practical experience.
Nice to have
- ITIL certification.
- ServiceNow Administrator or ITSM certification.
- Experience with monitoring and event-management platforms, automation integration, Disaster Recovery exercises, and managed-service-provider SLA management.
Working model
This role supports a global 24/7/365 operating model and participates in a Manager on Duty rotation. The rotation may include after-hours, weekend, and holiday coverage, as well as occasional drills or incident-support activities. The position is an individual-contributor role with no direct reports and no direct budget responsibility.