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.

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.

EDUCATION & EXPERIENCE REQUIREMENTS::

• 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).

MINIMUM TECHNICAL AND WORK ENVIRONMENT REQUIREMENTS:

• Internet Connection:
• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.
• Primary Device:
• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.
• Backup Device:
• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.
• Peripherals and Workspace:
• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• A smartphone for communication and verification purposes.

• 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.