Operations & Systems Engineer - OSE24-18322

Location: Quincy, MA (Hybrid)

We are seeking an experienced Operations & Systems Engineer to join the Health Insurance Exchange team. This key role involves providing analytical solutions, monitoring systems, and presenting recommendations to enhance operational processes and achieve strategic objectives.

Detailed Duties and Responsibilities:

• Proactively monitor systems for availability, capacity, and performance, investigate and analyze issues, assess criticality, and report findings as required.
• Identify, document, communicate, and escalate issues to ensure timely resolution.
• Maintain acceptable levels of service performance, ensuring efficient data collection, recording, reporting, and IT process controls.
• Set up and configure Dynatrace dashboards to track system performance, application behavior, and user experience metrics such as response times, throughput, and error rates.
• Create custom alerts in Dynatrace to detect performance degradation and initiate timely resolutions before user impact.
• Collaborate with technical and non-technical stakeholders, including functional experts, vendors, and architects, to resolve open issues and update ticketing systems.
• Provide technical support for daily operations and oversee production system maintenance activities in collaboration with vendors.
• Participate in the patch management process for servers, systems, and software.
• Support data updates and generate both scheduled and ad-hoc reports using SQL and other database tools.
• Develop project plans, estimate timelines, and identify key milestones for the operations team.
• Monitor, track, and complete project tasks, ensuring timely and high-quality outputs tailored to stakeholders’ needs.
• Implement best practices to enhance operational efficiency.
• Manage PROD Batch Schedule exclusions, workarounds, defects, and data corrections.
• Oversee user access requests for databases, monitoring tools, and other systems.
• Manage the digital certificate update process in coordination with vendors.
• Maintain the software inventory, including tracking versions and planned updates.
• Develop advanced presentations using PowerPoint, Excel, and other tools.
• Adhere to organizational policies, procedures, and standards.

Preferred Qualifications:

• Strong ability to diagnose and resolve complex IT issues using performance data from enterprise monitoring tools like Dynatrace.
• Experience with tools and technologies such as Dynatrace, AWS, and QuickSight.
• Basic scripting skills (e.g., Linux shell, Python) for task automation related to monitoring and reporting.
• Familiarity with synthetic monitoring, log analytics, and APM (Application Performance Monitoring) best practices.
• Proficiency in creating reports using SQL and database tools like Toad or SQL Developer.
• Experience interpreting architectural diagrams, ER diagrams, and other technical documentation.
• Familiarity with ticketing systems such as ServiceNow.
• Strong skills in developing and presenting status reports, metrics, and trends.
• Excellent communication skills with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Experience working with JIRA and SharePoint.

Education and Experience:

• Bachelor’s Degree in Information Systems, Computer Science, or a related field.
• 5–8 years of analytical experience, preferably in operations and systems engineering roles with a focus on performance monitoring and troubleshooting.
• Hands-on experience with Dynatrace and other enterprise monitoring tools.
• Proficiency in MS Office applications, including Outlook, Word, Excel, PowerPoint, MS Project, and Visio.
• Experience in mission-critical production environments, preferably in regulated or government settings.