Operations Analyst & Incident Commander (ITOC Leader)

Encore Talent Solutions; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Encore Talent Solutions is seeking an Operations Analyst for a full time position in Cincinnati, OH. The role sits in the IT Operations Command Center, owning incident management processes and cross-functional coordination during service disruptions.

You will act as Incident Commander for major incidents, drive timely triage, provide executive updates, and help improve runbooks and SOPs. 2-4+ years in IT ops preferred.

Qualifications

• 2-4+ years in IT operations, service desk, NOC, or command center environments.
• Experience coordinating incidents and working with cross-functional teams.
• Understand incident management processes and runbooks.

Responsibilities

• Maintain continuous monitoring and respond to priority incidents.
• Act as primary incident responder and coordinator per runbooks.
• Lead major incident and crisis communications with clients and teams.
• Provide executive-level incident summaries and post-incident reviews.
• Improve and document incident timelines, actions, and decisions.
• Collaborate with engineering on problem management and automation.

Skills

IT operations

NOC

Incident response

Runbook governance

Stakeholder management

Service desk

Tools

LogicMonitor

Datadog

Zabbix

Job description

Encore Talent Solutions is seeking an Operations Analyst for a full time position in Cincinnati, OH. The role sits in the IT Operations Command Center, owning incident management processes and cross-functional coordination during service disruptions.

You will act as Incident Commander for major incidents, drive timely triage, provide executive updates, and help improve runbooks and SOPs. 2-4+ years in IT ops preferred.