Operations & Systems Engineer

Position: Operations & Systems Engineer

Location: Quincy, MA (Hybrid)

Duration: Multi Year Renewable Contract

Hours: 37.5 Working Hours per week

Overview

Client is currently seeking an exceptional individual to join the Health Insurance Exchange team. This role is a key member of the operations team, providing analytical solutions and presenting recommendations to enhance operations processes and meet strategic objectives.

Detailed Statement Of Duties And Responsibilities

• Proactively monitor systems for availability, capacity, and performance. Investigate and analyze problems/issues, assess criticality, and report as required.
• Ensure issues are identified, documented, communicated, and appropriately escalated for timely resolution.
• Maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and 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 to resolve open issues on a timely basis and update status and maintenance in the ticketing system.
• Provide technical support for daily operations and oversee production system maintenance activities in close cooperation with vendors.
• Participate in the patch management process for servers, systems, 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 vendors.
• Maintain the software inventory list, including latest versions and planned updates.
• Design presentations at high levels, incorporating advanced features of PowerPoint, Excel, etc.
  
  

Preferred Qualifications

• Demonstrated ability to solve complex IT problems, monitor servers, and generate reports.
• Ability to resolve problems as they arise and handle situations expeditiously.
• Must be a self-starter with a broad technical background in systems, software, and technology, possessing both critical-thinking and analytical skills, and able to multi-task.
• Proven experience diagnosing and resolving complex IT issues using performance data from enterprise monitoring tools like Dynatrace.
• Familiarity with Dynatrace, QuickSight, AWS, or similar tools and technologies.
• 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 systems, preferably ServiceNow.
• 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 skills 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 and 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.
• Deep knowledge and hands-on experience with Dynatrace.
  
  

Job #: 25-26995