You will be responsible for coordinating, overseeing, and continuously improving the end‑to‑end management of IT incidents to ensure timely resolution and minimal business impact. The role leads incident coordination activities across Service Desk, resolver groups, and vendors, ensuring adherence to ITIL best practices while proactively identifying trends, risks, and areas for operational improvement.

Key Responsibilities

• Coordinate end to end handling of IT incidents, ensuring proper logging, prioritization, escalation, and resolution in line with 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 ensuring adherence to Service Desk processes
• Monitor and manage incident backlog,



ensuring aging incidents are actively followed up and resolved within defined standards
• Analyze incident trends, recurring issues, resolution performance, and customer feedback to drive continuous improvement and reduce repeat incidents
• Collaborate with Service Desk teams, resolver groups, and vendors to ensure consistent execution, while influencing performance through feedback and trend insights
• Support KPI and SLA performance by contributing to reporting, root cause analysis, and initiatives to improve incident response, communication, and user experience

Qualifications
- +4 years of experience working as a Incident Manager
- Experience with ITIL
- Working knowledge of operating systems and systems software
- Advanced level of English

How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexi

📌 LATAM Service desk Incident Manager (Estado de México)
🏢 Ppg
📍 Estado de México