Lead Support Technician

About the role

You will help lead Levi Strauss & Co.’s 24/7 global IT Command Center operations, serving as Manager on Duty for high‑impact technology events and coordinating major‑incident response.

Key responsibilities

• Lead major‑incident response, coordinate triage, technical bridge calls, stakeholder communications and post‑incident follow‑up in a 24/7 environment.
• Govern change intake, risk assessment, scheduling and Change Advisory Board execution to improve change quality and reduce incidents.
• Strengthen Command Center operations by improving runbooks, monitoring, escalation practices, leading problem reviews and supporting Disaster Recovery exercises.
• Partner with platform teams to enhance ServiceNow ITSM processes, maintain CMDB data quality and integrate monitoring and automation tools.
• Coordinate managed service providers and technology vendors, mentor peers and drive continuous‑improvement initiatives.

Required profile

• 6‑8 years of IT operations or support experience with leadership in Incident, Problem and Change Management.
• Experience leading major incidents and participating in Manager on Duty rotations for 24/7 operations.
• Strong knowledge of ITIL and ITSM practices, change governance and risk‑based decision‑making.
• Bachelor’s degree in IT, Computer Science, Engineering or equivalent practical experience.

Required skills

• ServiceNow ITSM and CMDB administration.
• ITIL framework and Change Advisory Board processes.
• Incident, Problem and Change Management in production environments.
• Monitoring and event‑management platforms, automation integration.
• Disaster Recovery planning and execution.

What we offer

• Complimentary preventive health check‑up for you & spouse.
• OPD coverage and best‑in‑class leave plan including paternity & family care leaves.
• Counselling sessions for mental well‑being.
• Exclusive discount vouchers on Levi’s products.