Incident Command Lead for SaaS Reliability

Axon Enterprise; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary + 401k

Discretionary PTO

Parental leave

Fitness programs

Wellness support

Office snacks

Job summary

Axon Enterprise in New York, NY is seeking a Senior Service Delivery Manager to own the escalation lifecycle from intake to resolution, triaging incidents, prioritizing by impact, and driving to closure with strong accountability. This founding role offers high visibility and the opportunity to shape incident response across teams.

You will lead P1/P0 responses, serve as Incident Commander, coordinate cross-functional action with Engineering, Operations, Support, NOC, and Customer leadership,

Qualifications

• 7+ years of experience in Incident Management, Major Incident Management, Technical Operations, Escalation Management or related leadership roles.
• Experience leading high-severity incidents within SaaS/cloud environments.
• Strong executive communication under pressure.
• Experience coordinating cross-functional technical teams during incidents.

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 across Engineering, Infrastructure, Product, Support, NOC, and Customer teams.
• Maintain clear, structured communication with internal stakeholders and customer leadership, including executives.
• Drive incident timelines, action items, and follow-through during active incidents; lead post-incident reviews.

Skills

Incident management

Cross-functional leadership

Executive communication

SaaS / cloud ops

On-call leadership

NOC coordination

Incident reviews

Job description

Location: New York, New York, United States

Join Axon and be a Force for Good.

Your Impact

At Axon 911, we are building mission-critical technology that supports emergency communications, public safety operations, and real-time response environments. We are seeking aSenior Service Delivery 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.

What You’ll Do

• 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

What You Bring

• 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
• Critical Infrastructure
• 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

Work Location

Team members in this position will follow a hybrid work model, which includes working onsite at a regional hub from Tuesday to Friday.

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Fitness Programs
• Emotional & Mental Wellness support
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Base Pay Range

$120,060 — $160,080 USD

Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [e-mail]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers . If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [e-mail] .