NOC Manager, Axon 911

About the role

Axon 911 brings together Prepared and Carbyne under Axon. Together, we are creating the only platform that combines modern 911 infrastructure with an AI intelligence layer-helping public safety agencies move faster, make better decisions, and deliver better outcomes in the moments that matter most. 911 is the backbone of public safety, yet the professionals behind it have long been held back by outdated technology. Axon 911 is here to change that. Joining this team means more than taking a job-it means helping shape the future of emergency response and building a safer, more connected world.

Responsibilities

• The NOC Manager reports to the Director of Customer Support and needs to have understanding of technical knowledge as well as a strategic mindset to enhance overall operational efficiency and deliver superior emergency collaboration technologies.
• Hands-on: Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability. The candidate must demonstrate advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment.
• Strategic Technical Leadership : Exceptional in troubleshooting, enhancing service reliability, and leading technology teams towards continuous infrastructure improvement with innovative solutions.
• Talent Management and Development: Responsible for the recruitment, training, and development of the NOC Engineers Team. Drive the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency.
• Critical Incident Management: Handle escalations and manage multi-level support coordination. Ensure swift resolution of incidents, maintaining high customer satisfaction.
• Strategic Planning and Execution: Define, implement, and enforce essential policies such as configuration and change management to uphold network integrity.
• Communication and Collaboration: Facilitate cross-departmental meetings and engage with Axon 911 customers, promoting a culture of transparency and customer-first ethos
• What You Bring:
• Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager. - A must!
• Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment. - A must!
• Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar).
• Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies.
• Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
• Strong interpersonal skills, with the ability to build relationships across departments and with partners.
• Ability to work flexible hours (as required) to accommodate off hours activities (e.g., infrastructure deployments), project deadlines, and team collaboration needs.
• Benefits that Benefit You
• 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
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices
• Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Benefits

Additional Information

Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you'll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

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