Operations & Systems Engineer

Operations & Systems Engineer 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.Ensure compliance with EOHHS IT policies, security standards, and regulatory requirements.