Operations & Systems Engineer
7 days ago
Springfield
Job Description 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., • 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., • 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.