Incident Command Lead for IT Operations

Encore Technologies; Cincinnati (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Encore Technologies in Cincinnati seeks an Operations Analyst to lead real-time incident governance across client and internal IT environments. You will own incident management processes and coordinate response during high-impact events.

As the initial Incident Commander, you will drive structured communications, align cross-functional teams, and ensure end-to-end ownership from detection through restoration, while upholding SLAs, documenting timelines, and contributing to post-incident reviews

Qualifications

• Experience in IT operations, service desk, NOC, or command center environments.
• Strong understanding of ITIL incident management frameworks.
• Experience in real-time operations, escalation management, or crisis coordination.
• Ability to lead calls and coordinate teams under pressure.

Responsibilities

• Maintain real-time governance and incident coordination.
• Act as primary responder and incident commander.
• Lead technical bridge calls and track progress.
• Coordinate cross-functional teams across engineering, service desk, and vendors.
• Provide executive-level incident updates and timelines.
• Ensure end-to-end ownership and runbook adherence.
• Analyze incidents for patterns and preventative measures.

Skills

Incident management

Real-time operations

Crisis coordination

Leading calls

ITIL knowledge

Tools

LogicMonitor

Datadog

Zabbix

Job description

Encore Technologies in Cincinnati seeks an Operations Analyst to lead real-time incident governance across client and internal IT environments. You will own incident management processes and coordinate response during high-impact events.

As the initial Incident Commander, you will drive structured communications, align cross-functional teams, and ensure end-to-end ownership from detection through restoration, while upholding SLAs, documenting timelines, and contributing to post-incident reviews