Senior Incident Response Manager, Public Safety

Axon•New York, NY

12d•Hybrid

About The Position

At Axon 911, we are building mission-critical technology that supports emergency communications, public safety operations, and real-time response environments. We are seeking a Senior Incident Response Manager who will own the escalation lifecycle from intake to resolution; ensuring incidents are triaged accurately, prioritized based on operational and customer impact, assigned to the appropriate technical resources, and driven to closure with strong operational accountability and follow-through. This is a founding role with high visibility and high impact, as this individual will serve as the operational lead during customer-impacting incidents, coordinating cross-functional response efforts across Software engineering, Operations and Customer Support resources. The ideal candidate thrives under pressure, communicates with clarity and structure, and can confidently lead operational response efforts involving technical teams, executive stakeholders, and customer leadership.

Requirements

7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, or related operational leadership roles
Experience leading high-severity operational incidents within SaaS, cloud, mission-critical, or highly available technical environments
Strong executive communication skills with the ability to remain calm, structured, and decisive during high-pressure situations
Experience coordinating cross-functional technical teams during customer-impacting incidents
Demonstrated ability to drive operational accountability and lead complex incident response efforts without direct authority
Strong understanding of technical infrastructure concepts including cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems
Experience leading post-mortems, root cause analysis reviews, and operational improvement initiatives
Comfortable operating within fast-paced, high-growth, and evolving environments
Ability to participate in a heavy on-call rotation supporting mission-critical customer

Nice To Haves

Experience supporting mission-critical environments such as: Public Safety, PSAP/ECC operations, Emergency Communications, NG911 environments, Critical Infrastructure, Real-Time Communications platforms
Experience working with public safety technology vendors or operational environments
Familiarity with CAD systems, call handling systems, emergency communications workflows, or incident command structures
Experience supporting highly regulated or operationally sensitive customer environments
Exposure to NIMS, ICS, APCO, ENP, or emergency communications operational frameworks
Prior experience in public safety operations, emergency communications centers, or mission-critical command environments

Responsibilities

Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments
Serve as Incident Commander during high-severity operational events and customer escalations
Facilitate bridge calls and coordinate cross-functional response efforts across Engineering, Infrastructure, Product, Support, NOC, and Customer teams
Maintain clear, structured communication with both internal stakeholders and customer leadership teams, including executive-level audiences
Drive operational accountability, incident timelines, action items, and follow-through during active incidents
Lead post-incident reviews, root cause analysis discussions, after-action reporting, and operational improvement initiatives
Partner closely with NOC and operational teams to support service continuity and platform reliability
Help establish and mature incident management processes, workflows, tooling, and operational standards
Participate in an on-call leadership rotation supporting critical customer incidents
Travel up to 25% as needed to support customer operations, strategic initiatives, or critical incident response efforts