Operations & Systems Engineer

Operations & Systems Engineer

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.