Incident, Problem, and Service Delivery Analyst

Location: Remote - USA

Remote Type: Remote

Time Type: Full time

Job Description

Job Description

ABOUT VICTAULIC

Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.

Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigurable and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the worlds most critical and prestigious structures.

An Industry Leader with a Heart as Big as Its Ambition and Innovation

At Victaulic, were committed to constructing a better world for and with our people.

Lets Build a Better World Together.

Our commitment to our people is built on four pillars:

• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.

YOUR IMPACT STARTS HERE

Victaulic is seeking a highly organized, business-oriented technology professional to support mature incident management, problem management, and service delivery capabilities within the Digital Platforms & Engineering organization. In this role, you will improve how business-impacting issues are identified, prioritized, communicated, escalated, resolved, and reviewed to reduce recurrence across manufacturing, fabrication, digital platform, integration, and enterprise application environments.

You will operate at the intersection of business operations, IT Delivery, Application Support, Quality Engineering & Assurance, DevOps, release management, and regional process ownership. This role goes beyond ticket routing by coordinating structured triage, parallel investigation, communication cadence, severity management, ownership tracking, root cause visibility, recurrence reduction, and service delivery improvement.

This position reports to the Global Service Delivery & Release Manager and works closely with the Manager, IT Delivery and cross-functional partners across Enterprise IT Delivery Management, Quality Engineering & Assurance, DevOps, Agile Transformation and Product Delivery, Application Support, and regional business process leadership.

WHAT YOULL BUILD & OWN

• Coordinate a structured incident management and service delivery model that improves business-impacting incident response, source identification, escalation discipline, and stakeholder communication.
• Serve as the single intake and triage point for reported incidents, ensuring issues are consistently captured through the appropriate Help Desk or service management channel with the details needed for effective triage.
• Assign and revise Priority 1 (P1), Priority 2 (P2), and Priority 3 (P3) severity based on business impact, urgency, affected scope, recurrence patterns, process-versus-technical indicators, and escalation path.
• Coordinate the first-hour response objective by identifying where a transaction, workflow, application, integration, or business process is failing and who owns the next action.
• Partner with process champions, regional process owners, operations stakeholders, shop contacts, and business teams to distinguish process or user issues from confirmed technical issues.
• Engage the appropriate technical teams and coordinate concurrent investigation across Application Support, development, integration, platform, DevOps, Quality Engineering & Assurance, vendor, and infrastructure partners.
• For high-severity incidents, open and coordinate a Microsoft Teams incident channel or bridge call, confirm required participants, maintain action logs, track owners, and drive source identification and resolution planning.
• Communicate proactively throughout the incident lifecycle, including detection, triage, investigation, workaround availability, ownership, target timing, risks, resolution, business impact closeout, and closure criteria.
• Identify recurring incidents, defects, escalation patterns, systemic process gaps, and service reliability themes requiring problem management follow-up, root cause analysis, or preventive action.
• Support post-incident and problem reviews by documenting timelines, business impact, contributing factors, root cause hypotheses, corrective and preventive actions, accountable owners, due dates, and closure criteria.
• Convert recurring incidents, known errors, operational pain points, and improvement opportunities into backlog items, user stories, acceptance criteria, defect records, knowledge articles, problem records, or process improvements.
• Maintain incident and problem management documentation and metrics to support reporting, visibility, accountability, and continuous service improvement.
• Participate in sprint reviews, backlog refinement, defect triage, retrospectives, release readiness discussions, post-incident reviews, and operational improvement planning.
• Share incident insights with Quality Engineering & Assurance, DevOps, Release Management, Product Owners, Business Analysts, Scrum Masters, and Application Support to strengthen release readiness and production stability.
• Develop and maintain incident playbooks, escalation matrices, SME rosters, shop-floor contact lists, validation checklists, triage scripts, severity definitions, communication templates, knowledge articles, and operational readiness materials.
• Promote a disciplined, collaborative, and iterative operating model that reduces sequential handoffs, accelerates source identification, improves transparency, and strengthens confidence in business-critical digital platforms.

WHAT YOU BRING

• 5+ years of professional experience in incident coordination, service delivery, application support, business operations, manufacturing operations support, business analysis, customer operations, Quality Engineering & Assurance, release coordination, or a related discipline.
• Strong understanding of business processes, operational workflows, user impact, escalation management, and cross-functional issue resolution.
• Ability to gather accurate incident details, assess impact, document symptoms, identify affected scope, distinguish process issues from technical issues, and escalate appropriately.
• Demonstrated ability to coordinate across business stakeholders, Help Desk teams, Application Support, integration teams, developers, vendors, Quality Engineering & Assurance, DevOps, Release Management, and regional process owners.
• Strong written and verbal communication skills, with the ability to provide timely, clear, business-oriented updates during time-sensitive or high-impact situations.
• Strong organizational skills and the ability to maintain action logs, ownership tracking, meeting notes, issue histories, decision records, follow-ups, closure criteria, and supporting documentation.
• Ability to facilitate working sessions, bridge calls, Microsoft Teams channels, incident reviews, triage discussions, and follow-up meetings with calmness, clarity, and accountability.
• Experience using service management, collaboration, documentation, or reporting tools to track incidents, issues, actions, communications, status, and improvement opportunities.
• Ability to operate in a hybrid delivery model that combines enterprise governance, product-aligned Agile delivery, service operations, Quality Engineering & Assurance, and DevOps collaboration.
• Self-motivated, accountable, adaptable, customer-focused, process-oriented, and comfortable working through ambiguity in a fast-paced enterprise environment.

WHAT SETS YOU APART

• Exposure to ITIL-based incident management, major incident management, service operations, production support, command center practices, or site reliability concepts.
• Foundational understanding of Agile/Scrum, iterative delivery, user stories, acceptance criteria, backlog refinement, sprint reviews, retrospectives, defect triage, release readiness, and continuous improvement practices.
• Experience supporting manufacturing, fabrication, field operations, shop-floor processes, order fulfillment, engineering workflows, integration platforms, ERP, CRM, or custom digital platforms.
• Familiarity with APIs, queues, message routing, middleware, data transformation, workflow automation, transaction monitoring, and end-to-end process traceability.
• Exposure to application lifecycle, DevOps, CI/CD, test environments, release management, Quality Engineering & Assurance, regression validation, monitoring, observability, or production readiness practices.
• Experience with , Jira, Azure DevOps, Confluence, Microsoft Teams, SharePoint, Excel, Power BI, monitoring tools, or similar platforms.
• Experience creating playbooks, SOPs, escalation matrices, facility rosters, communication templates, readiness checklists, post-incident review notes, knowledge articles, or operational dashboards.
• Bachelors degree in information technology, Information Systems, Business, Engineering, Operations, Supply Chain, Data Analytics, or a related discipline; equivalent practical experience may be considered.
• Relevant training or certifications, such as ITIL Foundation, Agile/Scrum fundamentals, Certified ScrumMaster, Professional Scrum Master, Lean Six Sigma Yellow Belt, Jira or Azure DevOps training, Microsoft Power BI, incident management, service management, or quality-related learning paths.

WHAT WE OFFER

Build A Better Career

• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities

Build A Better Future

• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage

Build A Better You

• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another

Build A Better World

Join a company whose products contribute to a safer, more sustainable, built environment every day.

IMMIGRATION SPONSORSHIP

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

EQUAL EMPLOYMENT OPPORTUNITY

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. Background checks may be required as part of our pre-employment process.

VICTAULIC STAFFING PARTNER COMMUNICATION POLICY

All staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries, and candidate submissions must be routed through Victaulics Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, a mandatory probation period before future business can resume, or a permanent ban on future business. This policy ensures a streamlined a