NOC Manager, Axon 911

Axon•New York, NY

About The Position

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

Requirements

Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager.
Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment.
Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar).
Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies.
Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
Strong interpersonal skills, with the ability to build relationships across departments and with partners.
Ability to work flexible hours (as required) to accommodate off hours activities (e.g., infrastructure deployments), project deadlines, and team collaboration needs.

Responsibilities

Orchestrating operations and leading the team of NOC engineers.
Defining, implementing, and monitoring key performance indicators (KPIs) to ensure that our technical support exceeds excellence benchmarks.
Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability.
Troubleshooting, enhancing service reliability, and leading technology teams towards continuous infrastructure improvement with innovative solutions.
Recruitment, training, and development of the NOC Engineers Team.
Driving the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency.
Handling escalations and managing multi-level support coordination.
Ensuring swift resolution of incidents, maintaining high customer satisfaction.
Defining, implementing, and enforcing essential policies such as configuration and change management to uphold network integrity.
Facilitating cross-departmental meetings and engaging with Axon 911 customers, promoting a culture of transparency and customer-first ethos.