Senior Incident Response Manager, Public Safety
Core
Senior Service Delivery Manager owning the escalation lifecycle for mission-critical SaaS environments, acting as Incident Commander during high-severity operational events.
Role type
Senior Service Delivery Manager (Incident Response)
Builds
Operational stability and reliability for Axon 911's emergency communications platform
Domain
Public Safety / Emergency Communications / SaaS Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident Management, Major Incident Management, Technical Operations, Escalation Management, NOC Operations, Service Reliability, Cross-functional team coordination, Root cause analysis, Post-incident reviews, Cloud environments, Networking, VoIP, SaaS platforms, APIs, Integrations, Distributed systems
Preferred skills
Public Safety operations, PSAP/ECC operations, Emergency Communications, NG911 environments, Critical Infrastructure, Real-Time Communications platforms, CAD systems, Call handling systems, NIMS, ICS, APCO, ENP frameworks
Technologies
Cloud environments, Networking, VoIP, SaaS platforms, APIs, Integrations, Distributed systems, CAD systems, Call handling systems
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, 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
Seniority
Senior, hands-on IC with leadership responsibilities
