Operations Support System Engineer

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES:

• Proactively monitor systems for availability, capacity & performance and when necessary, investigates and analyze the problems/issues, assess criticality, and report out as required.
• Ensure issues are identified, documented, communicated, and appropriately escalated to ensure timely resolution of each request.
• Exercise responsibility and maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and in maintaining controls over IT processes.
• 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, triggering timely resolution before impacting end users.
• Collaborate with technical and non-technical personnel (Agency functional experts, vendors, PMO, architects, etc.) to resolve open issues on a timely basis and update status and maintenance in ticketing system.
• Provide technical support for daily operations & oversee production system maintenance activities in close cooperation with our vendors.
• Participate in the patch management process for servers, system, and software.
• Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools.
• Develop project plan/timeline estimation and identify key milestones for the operations team.
• Monitor, track, and complete project tasks as required, ensuring outputs are timely, high quality, and tailored to stakeholder needs.
• Develop and implement “best practice” methodologies to enhance operations efficiency.
• Provide support associated with tracking, validation, and driving closure of PROD Batch Schedule exclusions, workarounds, defects, and data corrections.
• Manage the User Access Request process for Database, Monitoring Tools and other HIX system access.
• Manage the Digital Certificate update process in close cooperation with our vendors.
• Maintain the software inventory list including latest version and planned updates.
• Design presentations at high levels, incorporate advanced features of PowerPoint, Excel, etc.

PREFERRED QUALIFICATIONS

• Demonstrated ability to solve complex IT problems, monitoring servers and report generation.
• Ability to resolve problems as they arise and handle situations expeditiously.
• Must be a self-starter, have a broad technical background of systems, software, and technology, possess both critical-thinking and analytical skills and must be able to multi-task.
• Proven experience diagnosing and resolving complex IT issues using performance data from enterprise monitoring tools like Dynatrace.
• Familiarity with the following or other similar tools and technologies Dynatrace, QuickSight, AWS.
• 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.
• Experience creating reports using SQL and Toad or SQL Developer. Working knowledge of basic DB concepts.
• Experience creating/interpreting architectural diagrams, ER diagrams and other technical documents.
• Demonstrated experience with ticketing system preferably service now.
• General knowledge and experience with Developing and presenting status reports, trends, and metrics.
• Ability to take notes and document all user interactions and steps taken.
• Excellent communication experience with technical and non-technical staff
• Ability to develop and maintain effective relationships with management, vendors, end users and program team members.
• Working knowledge of JIRA & SharePoint.

JOB REQUIREMENTS: EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Information Systems, Computer Science, or a closely related field
• Minimum (5-8) years of analytical experience, preferably within operations and system engineering roles with a focus on performance monitoring and troubleshooting.
• Experience working in a production environment with mission-critical systems, preferably in a regulated or government setting.
• Proficiency with MS Office applications including Outlook, Word, Excel, PowerPoint, MS Project and Visio a plus
• Deep knowledge and hands-on experience with Dynatrace.