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.
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.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.