Operations and Systems Engineer

Summary

Join the Commonwealth of Massachusetts’ Executive Office of Health and Human Services (EOHHS) as an Operations & Systems Engineer on the Health Insurance Exchange (HIX) team. This role is crucial for ensuring the performance, availability, and reliability of mission-critical systems by proactively monitoring, resolving issues, and driving continuous improvement initiatives. The ideal candidate will possess strong technical skills, a collaborative spirit, and a strategic approach to systems engineering and support. You will be responsible for monitoring system performance, investigating and resolving issues, configuring and managing Dynatrace dashboards, collaborating with internal teams and vendors, supporting daily operations, generating reports, developing project plans, documenting processes, managing user access, maintaining software inventory, creating reports and presentations, and ensuring compliance with IT policies and regulations.

Requirements

• Proven ability to diagnose and resolve complex IT issues using enterprise monitoring tools, with Dynatrace experience required
• Strong technical background in systems operations, monitoring, and performance optimization
• Familiarity with AWS , Amazon QuickSight , and scripting languages (e.g., Linux Shell , Python ) for automation
• Solid understanding of APM (Application Performance Monitoring), synthetic monitoring, and log analytics
• Experience interpreting and creating technical diagrams, including ERDs and architectural diagrams
• Hands-on experience with ticketing systems such as ServiceNow , and project tracking tools like JIRA
• Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders
• Effective at managing multiple priorities in a fast-paced, mission-critical environment
• Bachelor’s Degree in Computer Science, Information Systems, or a related field
• 5–8 years of relevant experience in operations or systems engineering roles
• Experience supporting production environments with mission-critical applications, preferably in government or highly regulated sectors
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio, and MS Project)
• At least 15mbps for main internet and at least 10mbps for backup
• A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
• Note: Back-ups should still be able to function when there is a power interruption
• A webcam
• Noise-canceling USB Headset
• Quiet, Dedicated Home Office

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

Benefits

• Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth
• Seize daily chances to learn, innovate, and excel. Make a real impact in your field
• Unlock a world of possibilities and resources to propel your career forward
• Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards
• Embrace the freedom to work from home or any location of your choice. Create your ideal work environment
• Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best