Senior Incident & Service Delivery Analyst

Victaulic; United States; Hybrid; USD 95,000 - 135,000; Full time

Job summary

Victaulic seeks a seasoned IT Incident Coordinator to support mature incident and problem management within Digital Platforms & Engineering. You will improve incident identification, triangulation, and escalation, coordinating across Application Support, DevOps, and QA to reduce recurrence.

The role emphasizes structured triage, timely communication, and collaboration with regional stakeholders to strengthen production stability and service delivery.

Qualifications

• 5+ years of professional experience in incident coordination, service delivery, or a related discipline.
• Strong understanding of business processes, operational workflows, escalation management, and cross-functional issue resolution.
• Experience with ServiceNow, Jira, Azure DevOps, Confluence, Teams, and BI tools is preferred.

Responsibilities

• Coordinate structured incident management and service delivery to improve incident response and stakeholder communication.
• Serve as the single intake and triage point for reported incidents with clear triage details.
• Assign Priority levels (P1, P2, P3) based on impact, urgency, and scope.
• Lead first-hour response by identifying failing processes and determining next actions.
• Coordinate cross-functional investigations across Application Support, DevOps, and QA teams.
• Open incident channels (MS Teams) for high-severity incidents and track action owners.
• Communicate status across lifecycle from detection to closure with documented outcomes.
• Identify recurring issues and contribute to problem management and preventive actions.
• Convert incidents into backlog items, user stories, defects, or process improvements.

Skills

Incident coordination

Service delivery management

Application Support

DevOps collaboration

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Information Technology, Information Systems, Engineering, or related discipline

Tools

ServiceNow

Jira

Azure DevOps

Confluence

Microsoft Teams

SharePoint

Excel

Power BI

Job description

Victaulic seeks a seasoned IT Incident Coordinator to support mature incident and problem management within Digital Platforms & Engineering. You will improve incident identification, triangulation, and escalation, coordinating across Application Support, DevOps, and QA to reduce recurrence.

The role emphasizes structured triage, timely communication, and collaboration with regional stakeholders to strengthen production stability and service delivery.