Operations & Systems Engineer - OPSENG24-18322

Job Title: Operations & Systems Engineer
Duration: 6 Months(Tentative)
Location: Quincy, MA (Hybrid)
POSITION SUMMARY:
The Client is currently seeking an exceptional individual to join the Health Insurance Exchange team as an Operations & Systems Engineer. The Operations & Systems Engineer is a key member of the operations team, providing analytical solutions and presents recommendations to enhance operations processes and meet strategic objectives.
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.
Adhere to all the Secretariat's, IT's, and relevant Management policies, procedures, and standards.
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.