The Commonwealth of Massachusetts’ Executive Office of Health and Human Services (EOHHS) is seeking a highly skilled Operations & Systems Engineer to join its Health Insurance Exchange (HIX) team. This essential role ensures the performance, availability, and reliability of mission-critical systems by driving proactive system monitoring, timely issue resolution, and continuous improvement initiatives.

The Operations & Systems Engineer is integral to maintaining operational excellence across HIX’s infrastructure. The ideal candidate will possess strong technical capabilities, a collaborative spirit, and a strategic, solutions-oriented approach to systems engineering and support.

Key Responsibilities:

Proactively monitor system availability, capacity, and performance using Dynatrace and complementary tools.
Investigate and analyze performance issues; assess severity and ensure appropriate escalation and resolution.
Configure and manage Dynatrace dashboards, custom alerts, and performance tracking metrics (e.g., response time, throughput, error rates).
Identify performance degradation early through alerting mechanisms and support rapid remediation.
Collaborate cross-functionally with internal teams, vendors, architects, and the PMO to resolve operational issues.
Support daily operations, including production system maintenance and patch management.
Perform data updates and generate both ad-hoc and scheduled reports using SQL and tools such as Toad or SQL Developer.
Develop and manage project plans and timelines, ensuring timely delivery of high-quality outputs.
Document systems processes and contribute to the development of operations best practices.
Oversee User Access Request processes for systems, databases, and monitoring tools.
Manage digital certificate lifecycle and updates in coordination with vendors.
Maintain a comprehensive software inventory with version tracking and update planning.
Create professional reports and presentations using Microsoft Office applications, especially Excel and PowerPoint.
Ensure compliance with EOHHS IT policies, security standards, and regulatory requirements.
Proven ability to diagnose and resolve complex IT issues using enterprise monitoring tools, with Dynatrace experience required.
Strong technical background in systems operations, monitoring, and performance optimization.
Familiarity with AWS, Amazon QuickSight, and scripting languages (e.g., Linux Shell, Python) for automation.
Solid understanding of APM (Application Performance Monitoring), synthetic monitoring, and log analytics.
Experience interpreting and creating technical diagrams, including ERDs and architectural diagrams.
Hands-on experience with ticketing systems such as ServiceNow, and project tracking tools like JIRA.
Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders.
Effective at managing multiple priorities in a fast-paced, mission-critical environment.

Education & Experience Requirements:

Bachelor’s Degree in Computer Science, Information Systems, or a related field.
5–8 years of relevant experience in operations or systems engineering roles.
Experience supporting production environments with mission-critical applications, preferably in government or highly regulated sectors.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio, and MS Project).

Minimum Technical and Work Environment Requirements:

Internet Connection:
Primary internet connection with a minimum speed of 15 Mbps.
Backup internet connection with at least 10 Mbps.
Backup connection must be capable of supporting work during a power outage.
Primary Device:
Desktop or laptop equipped with at least:
Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
A minimum of 8 GB RAM.
Backup Device:
Must meet or exceed the performance of an Intel Core i3 processor.
Must be functional during power interruptions.
Peripherals and Workspace:
A functioning webcam.
A noise-canceling USB headset.
A quiet, dedicated home office space.
A smartphone for communication and verification purposes.
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