Operations Center Technician

Job Summary:

The Operations Center Technician works with a team that maintains 24/7 coverage of our AI-assisted fire detection and alerting operations. Most of the day-to-day work involves monitoring our digital camera feeds, validating fire detection data provided by our machine learning models, triangulating wildfire locations, and documenting incident data. The Operations Center Technician is also responsible for generating wildfire alerts and providing support to the first responder agencies and other stakeholders we serve. This position is also responsible for certain administrative down-time tasks when there is a low incident rate.

This is a full-time position working 5 days per week, 8 hours per day, with a rotating on-call schedule that may require availability outside standard work hours. This is not a remote-work role. You may be required to work on holidays, with an alternative holiday provided. Some overtime is required regularly; significant overtime is required occasionally. Various shifts are assigned within the department to cover the 24-hour schedule. Your shift and schedule may change according to company needs. The job of mitigating wildfires and other natural disasters can be demanding in ways that are not appropriate for everyone. You will be required to review, understand, and sign acceptance of this job description before working in this role.

Responsibilities:

Fire Detection

• Run and maintain 24/7 fire detection and alerting operations with little to no supervision.

• Quickly and accurately identify wildfires based on data processed through machine learning imagery models.

• Consistently generate one wildfire alert per system-detected incident.

• Evaluate system-generated wildfire incident location coordinates and improve their accuracy.

• Update incident location coordinates as new data is received.

• Accurately process and assign new positive detections to existing incidents.

• Identify and correct mistakes in data and alerts as quickly as possible.

• Properly associate and record system data for detections related to actionable incidents.

• Properly archive expired fire data or inaccurate incident information.

• Coordinate with other Operations Center personnel to ensure efficient fire detection processes.

Network Health

• Properly document camera and network incidents within designated ticketing systems in a manner that aligns with current operational policies.

• Professionally communicate with internet service and camera maintenance providers to gather outage information and determine estimated time of repair.

• Immediately identify and report to the appropriate parties when camera or website outages occur.

• Escalate camera and network health tickets to appropriate Operations Center employees according to outlined procedures.

• Update existing tickets and console notes with current information as necessary.

• Perform camera onboarding and calibration as assigned based on current standard operating procedures.

• Monitor for new outages on a 24/7 basis and assign tickets based on current policies.

Tier 1 Customer Support

• Provide professional and timely Tier 1 customer support and initiate escalations as necessary.

• Professionally and promptly respond to new inquiries with little to no supervision.

• Submit new user account requests based on current operational guidelines.

• Create new user accounts as assigned accurately and efficiently.

• Onboard new users of the ALERTWest platform professionally while utilizing current operational tools.

• Professionally communicate with outside vendors and third parties professionally in person and over the phone.

• Forward non-departmental requests to appropriate parties.

General and Additional Duties

• Complete documentation related to the type of work you are completing, as required.

• Maintain awareness of active conversations within the room, engaging when you can provide helpful information.

• Discuss issues, concerns, and conflict openly and directly, and engage when others do the same for you.

• Maintain a culture that is open, transparent, positive, future-focused and able to deliver success.

• Perform basic cleaning functions in the Operations Center workspaces, such as vacuuming, taking out garbage, cleaning desks, etc.

• Other duties as assigned.

Minimum Requirements:

• High School Diploma or Equivalent.

• Ability to work some overtime on a regular basis and significant overtime on occasion.

• Successful completion of post-offer-pre-employment screening, including physical, drug screening, and background check.

• Reliable transportation to and from the Operations Center.

• Strong overall work ethic, including reliability, punctuality, integrity, and character.

• Flexibility for heightened fire activity, short staffing, or emergency call-ins.

• Ability to adhere to designated full-time schedule to support wildfire emergency response.