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 to the right technical teams. Help maintain service availability, accurate operational visibility, and a positive user experience across critical business systems.

What you'll do

• Monitor enterprise tools and dashboards in real time, validate alerts, prioritize by severity and business impact, and initiate approved runbooks according to defined protocols.
• Engage L2/L3 and application teams according to escalation matrices, provide timely updates, and support the Incident Manager during high-priority events.
• Create and update incident records with accurate categorization, impact and urgency assessments, and timelines.
• Maintain operational dashboards, shift logs, clear shift notes, and handover documentation across rotations.
• Perform first-level diagnostics for common hardware and software issues and standard requests within defined scripts and runbooks.
• Provide concise technical and non-technical updates to support incident visibility and response coordination.
• Contribute to runbook updates, known-error records, knowledge articles, tool health checks, post-incident reviews, training, and continuous improvement.
• Collaborate with senior technicians, Service Desk, infrastructure, application, security operations, vendor 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.

Details

• Location: Bengaluru, India.
• Employment type: Full time.
• Supports a 24/7 IT Service Management Command Center.