Incident, Problem, and Service Delivery Analyst

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 world's most critical and prestigious structures.

At Victaulic, we're committed to constructing a better world for and with our people. Let's 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.

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.

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, Dev Ops, Agile Transformation and Product Delivery, Application Support, and regional business process leadership.

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, Dev Ops, 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…