Senior Incident Response Lead — Public Safety & 911

Prepared911; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary and 401k with match

Discretionary PTO

Parental leave

Wellness programs

Office snacks

Job summary

Axon is seeking a Senior Incident Response Manager for Public Safety in New York. You will own the escalation lifecycle from intake to resolution, triaging incidents, coordinating across Software, Operations and Customer Support, and driving closure with strong accountability.

The role requires leadership during high-severity events, post-incident reviews, and collaboration with executive leadership. Hybrid work model with on-site presence Tue–Fri in NY region.

Qualifications

• 7+ years in Incident Management, Major Incident Management, or related operational leadership roles.
• Experience leading high-severity incidents within SaaS/cloud environments.
• Strong executive communication under pressure.
• Coordinate cross-functional technical teams during incidents.
• Drive operational accountability and incident timelines.
• Understand cloud, networking, VoIP, SaaS APIs, and distributed systems.
• Lead post-mortems, RCAs, and improvement initiatives.
• Participate in heavy on-call rotation.

Responsibilities

• Lead P1/P0 customer-impacting incidents across mission-critical SaaS environments.
• Serve as Incident Commander during high-severity events.
• Coordinate cross-functional response across Engineering, Infra, Product, Support, NOC, and Customer teams.
• Maintain clear communication with internal and executive stakeholders.
• Drive incident timelines, action items, and follow-through.
• Lead post-incident reviews and root cause analyses.
• Partner with NOC and operations to ensure service continuity.
• Help establish incident management processes and tooling.
• Participate in on-call rotation for critical incidents.
• Travel up to 25% as needed.

Skills

Incident management

Executive communication

Cross-functional leadership

Operational accountability

Incident response leadership

Cloud & network concepts

On-call leadership

Post-mortems & RCAs

Tools

CAD systems

Call handling systems

Job description

Axon is seeking a Senior Incident Response Manager for Public Safety in New York. You will own the escalation lifecycle from intake to resolution, triaging incidents, coordinating across Software, Operations and Customer Support, and driving closure with strong accountability.

The role requires leadership during high-severity events, post-incident reviews, and collaboration with executive leadership. Hybrid work model with on-site presence Tue–Fri in NY region.