Real-Time IT Operations Incident Commander

Encore Talent; Cincinnati (IA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Encore Talent is seeking an Operations Analyst in Cincinnati. This role involves leading incident management and ensuring smooth operational governance in our IT Operations Command Center.

The ideal candidate will have 2-4 years of experience in IT operations, a strong understanding of ITIL frameworks, and the ability to coordinate teams under pressure. This is a hybrid position, offering both remote and on-site work options.

Qualifications

• 2-4 years’ experience 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.

Responsibilities

• Maintain continuous presence in the designated telephony queue during assigned shifts.
• Act as the primary responder and coordinator for incidents.
• Serve as Incident Commander for Major/Critical Incidents.
• Deliver clear, concise incident communications to stakeholders.
• Execute against and continuously improve incident management runbooks.
• Analyze incident patterns and recommend preventative measures.

Skills

Incident management frameworks in ITIL

Real-time operations

Crisis coordination

CompTIA A, Server, and/or Network certifications

Team coordination under pressure

Education

2-4 years’ experience in IT operations

Tools

Monitoring/observability tools (i.e. LogicMonitor, Datadog, Zabbix)

Job description

Encore Talent is seeking an Operations Analyst in Cincinnati. This role involves leading incident management and ensuring smooth operational governance in our IT Operations Command Center.

The ideal candidate will have 2-4 years of experience in IT operations, a strong understanding of ITIL frameworks, and the ability to coordinate teams under pressure. This is a hybrid position, offering both remote and on-site work options.