Incident Command Lead for SaaS Reliability

Axon Enterprise; New York, Northern (NY, KY); 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

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,