State Operations Center Information Systems Manager

As part of the Office of the Governor, the Georgia Emergency Management and Homeland Security Agency (GEMA/HS) works with local, state, and federal governments, in partnership with the private sector and faith-based community, to protect life and property against man-made and natural emergencies. GEMA/HS employees are on 24-hour call statewide to assist local authorities when disaster strikes.

The State Operations Center (SOC) facilitates operational coordination, situational assessment, public information and warning, and operational communications across the interagency response enterprise.

SPECIFIC RESPONSIBILITIES:

Position Summary

The GEMA/HS State Operations Center (SOC) Information Systems Manager is a key position within the SOC, which includes Georgia’s 24/7/365 State Warning Point (SWP). The role has demanding responsibilities with critical requirements in operational support and response across all hazards, incident types (man-made and natural), and complex public safety events.

Under general supervision, the position manages the SOC’s technology and technology projects through the full life cycle: discovery, design, approval, acquisition, development, implementation, evaluation, acceptance, sustainment, and continuous improvement.

The position builds collaborative partnerships with internal and external stakeholders; routinely represents GEMA/HS, leading initiatives with interagency partners and vendors; provides technical guidance to project teams; applies standard project management methodology; and manages system documentation (e.g., licenses, as-builts, technical guides, vendor contacts, and continuity files).

The position establishes and enforces best practices, trains users and super-users on SOC-specific technologies, and provides or coordinates Tier 1 (Service Desk) through Tier 2 (Technical Support) support for SOC-specific and supported systems (see Technical Scope).

Technical Scope (Representative Systems)

The position supports, coordinates, and integrates technologies and their dependencies, which may include, but are not limited to, the following:

·         Low-voltage (telecom) + IT infrastructure (Network Ops)

·         Enterprise crisis information systems (e.g., WebEOC, Crisis Track)

·         GIS and geospatial applications (e.g., ArcGIS)

·         UAS and situational tools (e.g., DroneSense)

·         Traffic camera systems and external data feeds

·         Telephony/contact center systems (e.g., Cisco Webex, Calabrio)

·         AV and video wall ecosystems (e.g., BARCO)

·         Electronic security systems (e.g., Avigilon)

·         Microsoft 365 ecosystem (e.g., Power Platform)

·         Alerts and warning systems (e.g., WebEOC, Rave, DAPage)

·         Adobe Pro (Operational Support)

·         Visio (Operational Support)

Activation Support and Interagency Coordination

·         Habitually serves as Common Operating Picture (COP) Manager during activations: configures dashboards/views, manages data displays, ensures operational usability, and supports leadership views and briefings.

·         Works cooperatively with information owners, Subject Matter Experts (SMEs), and Emergency Support Function (ESF) Leaders to provide timely, accurate, and intuitive decision-making information (metrics, graphics, imagery, etc.).

·         Supports the interagency response enterprise and works cooperatively with GEMA/HS IT and/or ESF-2 (Emergency Communications) on communications infrastructure projects and tactical networks.

·         May deploy to on-site command posts to support special events and incident operations.

·         Trains and sustains alternate COP managers. Ensures continuity and resilience through continuity files, intuitive job aids, labeling, etc. Avoids single points of failure in knowledge and know-how.

·         Creates graphics for visual displays, information systems, plans and procedures, job aids, etc.

·         Supports the Public Information Officer (PIO) in the setup of broadcast technologies and the development of strategic communications.

Training, Documentation, and Continuous Improvement

·         Serves as the SOC’s Knowledge Manager, developing standardized methods and means of managing critical informational resources.

·         Establishes SOPs/playbooks for steady-state and activation operations; develops training, job aids, and user guides.

·         Supervises, guides, and/or instructs technology-related work activities of users and super-users.

·         Conducts performance monitoring and after-action improvement activities (metrics, usability findings, root-cause analysis, and backlog management).

·         Documents system designs in detail and maintains continuity files.

Work Planning and Reporting

·         Develops and maintains coordinated work plans and objectives aligned to EM-Operations priorities.

·         Routinely represents GEMA/HS, leading initiatives with interagency partners and vendors.

·         Matures issues and recommendations; elevates decisions and resource requirements when appropriate.

·         Provides weekly progress reporting and maintains visibility on delivery status, risk, and dependencies.

Performs other duties as assigned; may work out of scope based on EM-Operations priorities.

KNOWLEDGE, SKILLS, AND ABILITIES:

·         Basic understanding of, or ability to become proficient in, Classic ASP (VBScript/JScript), HTML, CSS, and JavaScript to support WebEOC workflows (incident logging, mission/tasking, resource requests, situation reports, and executive dashboards).

·         Basic understanding of, or ability to become proficient in, the design and optimization of SQL Server objects (queries, views, stored procedures) that support WebEOC board functionality, reporting, and data quality controls.

·         Basic understanding of, or ability to become proficient in, configuring and administering WebEOC components (board schemas, picklists, permissions/roles, templates, and routing/notification rules) to meet operational requirements.

·         Basic understanding of, or ability to become proficient in, building and sustaining system integrations (API/data exchange, scheduled imports/exports, middleware).

·         Basic understanding of, or ability to become proficient in, IP design and segmentation concepts: VLANs, subnets, ACLs/firewall rules to isolate security and AV from general user networks.

·         Basic understanding of, or ability to become proficient in, switching basics: trunks/access ports, STP/loop avoidance, LLDP, link negotiation, and interface error counters.

·         Basic understanding of, or ability to become proficient in, PoE engineering: 802.3af/at/bt, power budgeting, and troubleshooting (cameras, panels, endpoints).

·         Basic understanding of, or ability to become proficient in, core services: DNS and NTP (time sync matters for video correlation, logs, and incident timelines).

·         Basic understanding of, or ability to become proficient in, the utilization of AI tools in troubleshooting and project work, and an understanding of AI risks and fallacies.

QUALIFICATIONS:

MINIMUM QUALIFICATIONS:

·         Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field; or an equivalent combination of education and experience.

·         Ability to competently demonstrate, or show a high probability of acquiring and retaining, the knowledge, skills, and abilities, as evaluated through verbal and hands-on tasks.

PREFERRED QUALIFICATIONS:

Past performance and/or general experience demonstrating:

·         Practical/technical intelligence, intelligent problem-solving, and technical aptitude

·         Aptitude toward emerging technologies

·         Presence/participation/physicality, teamwork/initiative, and customer/constituent support/work ethic

WORKING CONDITIONS:

·         Primary duty location: GEMA/HS SOC; periodic travel statewide as needed.

·         On-call/extended hours/stay-overs during incidents, activations, and major events.

·         Work may involve sensitive information and requires strict adherence to security and operational protocols.

·         Work during disasters (requires family and pet preparedness planning).

PHYSICAL / MENTAL / EMOTIONAL DEMANDS:

As described here, this job requires a moderate degree of physical and sustained mental performance and emotional endurance/resilience.

FREQUENT:

·         Standing

·         Sitting

·         Reading, on screen and hard copy

·         Telephone and radio conversation

·         Interpreting data and procedures

·         Continuous computer work (e.g., inputting and updating data)

·         Analytical and situational problem-solving

·         Analytical and situational decision-making

·         Organizing

·         Memorization tasks

·         Writing

·         Walking

·         Public speaking

·         Lifting and carrying < 15 lbs.

·         Automobile driving

·         Exposure to community-wide traumatic events such as disasters, disease, civil unrest, missing persons, etc.

·         De-escalation and conflict resolution

·         Use of personal protective equipment

·         Adherence to workplace health and safety measures and protocols

·         Working cooperatively, influentially, and in close physical proximity to others

OCCASIONAL:

·         Multiple sequential days of 12-14 hours shifts

·         Multiple sequential days of eating while working

·         Multiple sequential days of sleeping (e.g., cots, bunkroom, etc.), showering, etc., onsite

·         Lifting and moving 15 lbs. to 30 lbs.

·         Kneeling, with or without aid

·         Stepladder climbing, up to 6 ft.

·         Hand-tool and power-tool use

·         Use of personal protective equipment

INFREQUENT:

·         Lifting and loading 30 lbs. to 40 lbs.