Strategic Incident & Service Delivery Analyst

Victaulic; Pennsylvania; On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Victaulic, a global leader in mechanical pipe joining solutions, seeks a seasoned IT service delivery professional to coordinate incident management and improve production stability across enterprise platforms. You will own triage, escalation, and cross‑functional collaboration with Application Support, DevOps, QA, and vendor teams.

Reporting to the Global Service Delivery & Release Manager, you will drive first‑hour response, communication, and post‑incident reviews, shaping proactive

Qualifications

• Minimum 5+ years in incident coordination, service delivery, or related roles.
• Strong understanding of business processes and cross‑functional issue resolution.
• Ability to gather incident details, assess impact, and escalate appropriately.
• Experience coordinating with Help Desk, Application Support, DevOps, and QA teams.
• Excellent written and verbal communication for high‑impact incidents.
• Familiarity with ITIL/Service Management concepts and Agile practices.

Responsibilities

• Coordinate a structured incident management and service delivery model.
• Serve as the single intake and triage point for reported incidents.
• Manage Priority 1–3 severity based on business impact and urgency.
• Lead first‑hour response and coordinate cross‑functional investigation.
• Maintain incident logs, ownership, and escalation paths.
• Produce post‑incident reviews with timelines and corrective actions.
• Create playbooks, escalation matrices, and readiness materials.
• Support sprint reviews, backlog refinement, and release readiness.

Skills

Incident coordination

Service delivery

Application support

Quality engineering

DevOps coordination

Communication

Agile/Scrum

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira

Azure DevOps

Power BI

Microsoft Teams

Confluence

Job description

Victaulic, a global leader in mechanical pipe joining solutions, seeks a seasoned IT service delivery professional to coordinate incident management and improve production stability across enterprise platforms. You will own triage, escalation, and cross‑functional collaboration with Application Support, DevOps, QA, and vendor teams.

Reporting to the Global Service Delivery & Release Manager, you will drive first‑hour response, communication, and post‑incident reviews, shaping proactive