Senior Incident Response Manager, Public Safety

Senior Incident Response Manager – Axon 911 We are building mission‑critical technology that supports emergency communications, public safety operations, and real‑time response environments. This founding role will own the escalation lifecycle from intake to resolution, ensuring incidents are triaged accurately, prioritized, assigned to appropriate resources, and driven to closure with strong operational accountability. 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 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 Work Location This is a hybrid role, with an expectation of four days per week in our regional office. Travel up to 25% as needed. Benefits Competitive salary and 401(k) 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 Snacks in our offices Base Pay Range: $97,200 - $129,600 USD We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Job Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. #J-18808-Ljbffr