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, and assess severity and business impact.
• Prioritize alerts by severity and impact and initiate runbooks according to defined protocols.
• Initiate approved runbooks and perform first-level troubleshooting where possible.
• Engage L2/L3 and application teams per escalation matrices and provide timely updates.
• Support the Incident Manager during high-priority events.
• Create and update tickets with accurate categorization, impact/urgency assessment, and timelines.
• Maintain operational dashboards, shift logs, and handover documentation.
• Perform first-level diagnostics for common hardware and software issues and standard requests within defined scripts and runbooks.
• Contribute to runbook updates, known error records, knowledge articles, tool health checks, post-incident reviews, and training.
• Provide concise technical and non-technical updates that support incident visibility and response coordination.
• Collaborate with senior technicians, 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 and 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.
• Full-time employment.
• Supports 24/7 Command Center coverage, which may include rotating shifts, nights, weekends, and holidays.
• Individual-contributor role with no direct reports and no budget or project-management responsibility.