Real-Time IT Operations & Incident Commander

Helloencore; Cincinnati (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Helloencore in Cincinnati, OH seeks an Operations Analyst to serve as process and engagement leader within IT Operations Command Center. You will own incident management execution, drive major incident response, and ensure cross-functional alignment during service disruptions.

The role reports to the Operations Manager and requires coordinating with engineering, service desk, and vendors to restore services efficiently.

Qualifications

• 2-4+ years in IT operations, service desk, NOC, or command center environments.
• Strong understanding of incident management frameworks in ITIL.
• Experience in real-time operations, escalation management, or crisis coordination.
• CompTIA A+, Server+, and/or Network+ certifications desired.
• Ability to lead calls and coordinate teams under pressure.

Responsibilities

• Maintain continuous presence in the designated telemetry queue and respond to priority incidents.
• Monitor enterprise environments using centralized observability platforms.
• Act as primary incident responder and coordinator following runbooks and SLAs.
• Lead Major Incidents as Incident Commander with structured bridge calls and updates.
• Provide clear, concise incident communications to internal and external stakeholders.
• Document incident timelines and post-incident reviews for improvements.
• Contribute to standardization of ITOCC processes and runbooks.

Skills

Incident management

Crisis coordination

Communication under pressure

Team leadership

Education

ITIL certification

CompTIA Network+/Security+ (nice to have)

HDI certifications (nice to have)

Tools

LogicMonitor

Datadog

Zabbix

Job description

Helloencore in Cincinnati, OH seeks an Operations Analyst to serve as process and engagement leader within IT Operations Command Center. You will own incident management execution, drive major incident response, and ensure cross-functional alignment during service disruptions.

The role reports to the Operations Manager and requires coordinating with engineering, service desk, and vendors to restore services efficiently.