Tech Support Specialist
Levi Strauss & Co. (company site, opens in a new tab)4+ yrsBengaluruOn-siteDirect career pageEst. 6–10 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Monitor enterprise IT systems and dashboards 24/7 to validate alerts, assess severity, and perform initial incident triage using defined runbooks.
- Create and maintain accurate incident records, operational dashboards, shift logs, and handover documentation; escalate incidents timely to L2/L3 and application teams per escalation protocols.
- Support Incident Managers during high-priority events, contribute to runbook updates, knowledge articles, post-incident reviews, and ensure operational continuity across shifts.
Minimum Requirements
- 4+ years of experience in IT support, technical support, or Command Center/monitoring environment.
- Working knowledge of ITIL Incident Management and Request Management with experience in incident logging, prioritization, and escalation.
- Bachelor’s degree in a technology field or equivalent practical experience.
- Location: Bengaluru, India; Full-time position.
Ideal Candidate Profile
- Proven experience in a 24/7 IT Command Center environment handling real-time incident monitoring and escalation.
- Experience collaborating effectively with Service Desk, infrastructure, application, security operations, and vendor teams.
- Familiarity with enterprise ticketing and monitoring tools such as ServiceNow, Jira, Remedy, and knowledge management activities including post-incident reviews.