Senior Incident Response Manager, Public Safety

About the role

At Axon 911, you will build mission-critical technology that supports emergency communications, public safety operations, and real-time response environments. This role involves owning 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.

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

Requirements

• 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 incidents

Qualifications

• Experience supporting mission-critical environments such as:
• Public Safety
• PSAP/ECC operations
• Emergency Communications
• NG911 environments
• Critical Infrastructure
• Real-Time Communications platforms
• 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

Skills

• Strong problem-solving and decision-making skills
• Excellent communication and collaboration abilities
• Technical proficiency in cloud environments, networking, VoIP, SaaS platforms, APIs, integrations, and distributed systems
• Experience with incident command structures and emergency communications workflows
• Ability to manage multiple priorities and adapt to changing circumstances

Benefits

Competitive salary and 401k with employer match
Discretionary paid time off
Paid parental leave for all
Medical, Dental, Vision plans
Fitness Programs
Emotional & Mental Wellness support
Learning & Development programs

Pay

$97,200 - $129,600 USD

Schedule

Hybrid role, with an expectation of four days per week in our Regional office.