Real-Time Incident Commander, IT Operations

Encore Talent Solutions; Cincinnati (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Encore Talent Solutions is seeking an Operations Analyst to join the IT Operations Command Center. You will serve as an incident commander, lead real-time response, and ensure cross-functional alignment during service disruptions across client and internal environments.

Responsibilities include monitoring, triage, incident classification, escalating as needed, and coordinating engineering, service desk, vendor, and client stakeholders to restore services and drive improvements.

Qualifications

• 2–4+ years in IT operations, service desk, NOC, or command center environments.
• Strong incident management frameworks (ITIL).
• Experience in real-time operations, escalation management or crisis coordination.
• Ability to lead calls and coordinate teams under pressure.

Responsibilities

• Maintain continuous presence in the designated telephony queue during shifts.
• Monitor networks, infrastructure, cloud, and applications using observability platforms.
• Identify anomalies, service degradation, and incident indicators.
• Correlate alerts to reduce noise and identify actionable incidents.
• Act as primary responder and coordinator for incidents following runbooks.
• Lead major incident/crisis bridges and provide updates to stakeholders.
• Deliver clear incident communications to internal/external audiences.
• Support post-incident reviews and process improvements.

Skills

IT operations

ITIL knowledge

Real-time ops

Escalation mgmt

Crisis coordination

Education

ITIL Foundation

Tools

LogicMonitor

Datadog

Zabbix

Job description

Encore Talent Solutions is seeking an Operations Analyst to join the IT Operations Command Center. You will serve as an incident commander, lead real-time response, and ensure cross-functional alignment during service disruptions across client and internal environments.

Responsibilities include monitoring, triage, incident classification, escalating as needed, and coordinating engineering, service desk, vendor, and client stakeholders to restore services and drive improvements.