Senior Incident Response Manager, Public Safety

Location:

New York, New York, United States

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 Incident Response 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.

• 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

• 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

• 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

This is a hybrid role
, with an expectation of four days per week in our Regional office.

• Competitive salary and 401k with employer match
• Discretionary paid…