Senior Incident Response Manager, Public Safety

The role

The Senior Service Delivery Manager will own the escalation lifecycle from intake to resolution. This person will serve as the operational lead during customer-impacting incidents and coordinate cross-functional response efforts.

What you will 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
• Maintain clear, structured communication with internal stakeholders and customer leadership
• Drive operational accountability, incident timelines, action items, and follow-through
• Lead post-incident reviews, root cause analysis discussions, and after-action reporting
• Partner 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

Required qualifications

• 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
• Experience coordinating cross-functional technical teams during customer-impacting incidents
• 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
• Ability to participate in a heavy on-call rotation

Nice to have

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

Benefits

• Competitive salary
• 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
• Snacks in our offices

Before you apply

• Some roles may also require legal eligibility to work in a firearms environment

About the company

Axon 911 brings together Prepared and Carbyne under Axon to create a platform combining modern 911 infrastructure with an AI intelligence layer. The company's mission is to Protect Life.