Operations Analyst II: Incident Response & Process Improvement

PPG

Santiago de Querétaro

Híbrido

MXN 320.000 - 460.000

Jornada completa

hace 38 horas

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Ventajas ofrecidas por este puesto de trabajo

Pension plan

Medical insurance

Life insurance

Flexible Fridays remote option

Descripción de la vacante

PPG in Querétaro, Mexico is seeking an Operations Analyst II to support daily performance, reliability, and continuous improvement of operational and technology services. You will monitor systems, troubleshoot incidents, and collaborate with teams to keep business operations efficient.

Reporting to a regional supervisor, you will document incidents, drive process improvements, and participate in efforts to increase service quality.

Formación

Bachelor's degree in IT, CS, business, engineering or related field.
At least 2 years in operations, technical support, or IT services.
Experience with troubleshooting and incident resolution.
Experience with ticketing/operational management tools and strong English communication.

Responsabilidades

Monitor operational applications and infrastructure to ensure service availability and performance.
Troubleshoot incidents, service requests, and operational issues promptly.
Collaborate with other teams and external partners to identify causes and implement corrective actions.
Escalate critical issues to appropriate support teams and management.
Maintain accurate records of incidents, resolutions, procedures, and operational documentation.
Support process improvement programs and identify opportunities to increase efficiency and service quality.