Senior Incident Response Manager, Public Safety at Axon · LumiJobs

Responsibilities

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.
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

Senior Incident Response Manager, Public Safety

Responsibilities

Qualification

Preferred

Benefits

Company

Axon

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