Senior Incident Response Lead

Join Our Talent Community; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary and 401k with-emloy

Discretionary paid time off

Paid parental leave for all

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Snacks in our offices

Job summary

Axon seeks a Senior Service Delivery Manager to own the escalation lifecycle for mission-critical SaaS environments. You will lead as Incident Commander during high-severity events and coordinate cross-functional response with Engineering, Operations, and Customer Support.

The role requires 7+ years in incident/operations leadership, strong executive communication, and the ability to drive accountability with or without formal authority. Hybrid work model in the region.

Qualifications

• 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.

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.

Job description

Axon seeks a Senior Service Delivery Manager to own the escalation lifecycle for mission-critical SaaS environments. You will lead as Incident Commander during high-severity events and coordinate cross-functional response with Engineering, Operations, and Customer Support.

The role requires 7+ years in incident/operations leadership, strong executive communication, and the ability to drive accountability with or without formal authority. Hybrid work model in the region.