Incident Response Lead — Remote Fridays (ITIL)

PPG; Santiago de Querétaro; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

PPG is seeking a skilled Incident Manager in a hybrid role based in Querétaro to coordinate end-to-end IT incident handling and drive continuous improvement. You will lead incident coordination across Service Desk, resolver groups, and vendors, ensuring timely resolution with ITIL-aligned processes and clear communication with stakeholders.

You will participate in a work model with in-person collaboration Monday through Thursday and the option to work remotely on Flexible Fridays, with schedules

Formación

• +4 years of experience as Incident Manager
• Experience with ITIL frameworks
• Advanced level of English

Responsabilidades

• Coordinate end-to-end handling of IT incidents, ensuring proper logging, prioritization, escalation, and resolution per ITIL and Service Desk standards
• Act as the central point of control during high impact incidents, including leading incident bridge calls and coordinating cross team resolution efforts
• Monitor incident progress, proactively identify risks to resolution, and drive timely escalation and mitigation actions to meet SLAs
• Oversee incident quality by validating ticket accuracy, documentation, categorization, and adherence to Service Desk processes
• Monitor and manage incident backlog, ensuring aging incidents are followed up and resolved within defined standards
• Collaborate with Service Desk teams, resolver groups, and vendors to ensure consistent execution and improve performance through trend insights
• Support KPI and SLA performance by contributing to reporting, root cause analysis, and improvement initiatives

Conocimientos

Incident management

ITIL

English

Descripción del empleo

PPG is seeking a skilled Incident Manager in a hybrid role based in Querétaro to coordinate end-to-end IT incident handling and drive continuous improvement. You will lead incident coordination across Service Desk, resolver groups, and vendors, ensuring timely resolution with ITIL-aligned processes and clear communication with stakeholders.

You will participate in a work model with in-person collaboration Monday through Thursday and the option to work remotely on Flexible Fridays, with schedules