Tech Support Specialist

Overview

Support Levi Strauss & Co.'s 24/7 IT Service Management Command Center by monitoring enterprise systems, validating alerts, performing initial incident triage, and escalating issues quickly to the right technical teams.

What you'll do

• Monitor enterprise tools and dashboards in real time.
• Validate alerts, assess severity and business impact, and prioritize by severity and impact.
• Initiate approved runbooks according to defined protocols.
• Perform first-level troubleshooting for common hardware and software issues and standard requests within defined scripts and runbooks.
• Create and update tickets with accurate categorization, impact/urgency assessment, and timelines.
• Maintain operational dashboards, shift logs, and handover documentation.
• Escalate incidents to L2/L3 and application teams per escalation matrices and service levels.
• Provide clear and timely updates during alerts and incidents.
• Support the Incident Manager during high-priority events.
• Contribute to runbook updates, knowledge articles, known error records, tool health checks, post-incident reviews, and training.
• Maintain clear shift notes and handover documentation to ensure operational continuity across rotations.
• Collaborate with senior technicians, Incident Managers, Service Desk teams, technical teams, and peers to support reliable incident response.

What you'll need

• 2–4 years of experience in IT support, technical support, or a Command Center or monitoring environment.
• Experience with incident monitoring, alert validation, initial troubleshooting, incident logging, categorization, prioritization, and timely escalation using defined protocols and runbooks.
• Working knowledge of ITIL Incident Management and Request Management.
• Experience maintaining accurate incident records, operational dashboards, and shift handovers.
• Ability to communicate clearly with technical and non-technical audiences.
• Ability to collaborate with Service Desk, infrastructure, application, security operations, and vendor teams.
• Bachelor's degree in a technology field or equivalent practical experience.

Nice to have

• ITIL, CompTIA A+, Network+, ITSM, or similar technical certification.
• Experience with enterprise ticketing and monitoring platforms such as ServiceNow, Jira, Remedy, or comparable tools.
• Prior experience in a 24/7 Command Center environment.
• Knowledge-management activities, post-incident reviews, or AI-enabled support improvement experience.

Details

• Location: Bengaluru, India (GCC Office – ITC Green Center).
• Employment type: Full time.
• Shift-based 24/7 Command Center coverage with rotations.
• Current LS&Co employees apply via Workday account.