Senior Incident Response Manager, Public Safety

Axon; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Axon in New York, NY is seeking a Senior Incident Response Manager for Public Safety. You will own the escalation lifecycle from intake to resolution, triaging incidents, coordinating cross-functional teams, and driving to closure with strong accountability.

This founding role reports to leadership and guides incident response across software and operations. The ideal candidate brings 7+ years in incident management, with experience in SaaS or mission-critical environments, and thrives under

Qualifications

• 7+ years in incident management or related operational leadership roles.
• Experience leading high-severity incidents in SaaS/cloud environments.
• Strong executive communication under high pressure.

Responsibilities

• Lead and coordinate P1/P0 customer-impacting incidents across mission-critical SaaS environments.
• Serve as Incident Commander during high-severity events and customer escalations.
• Facilitate bridge calls and coordinate cross-functional response across Eng, Infra, Product, Support, NOC, and Customer teams.
• Maintain clear, structured communication with internal stakeholders and customer leadership, including executives.
• Drive accountability, incident timelines, action items, and follow-through during active incidents.
• Lead post-incident reviews, root cause analyses, and after-action reporting for improvements.
• Partner with NOC and ops teams to support service continuity and platform reliability.
• Participate in on-call leadership rotation for critical incidents.
• Travel up to 25% as needed for operations or incident response.

Skills

Incident management

Executive communication

Cross-functional coordination

Operational accountability

On-call leadership

Tools

CAD systems

Job description

Senior Incident Response Manager, Public Safety

New York, New York, United States

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

About Axon 911

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer—helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most.

911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that.

Joining this team means more than taking a job—it means helping shape the future of emergency response and building a safer, more connected world.

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 a Senior 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