Operations & Systems Engineer - Contract at TalentBurst, Inc.

Quincy, MA

About the Job

Position: Operations & Systems Engineer
Location: Quincy, MA (Hybrid)
Duration: Multi Year Renewable Contract
Hours: 37.5 Hours per week

Overview:
Client is currently seeking an exceptional individual to join the Health Insurance Exchange team. The selected candidate will be 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 escalated to ensure 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 and update status in the ticketing system.
Provide technical support for daily operations and oversee production system maintenance activities in 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, 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 cooperation with vendors.
Maintain the software inventory list including latest version 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.
Self-starter with a broad technical background of systems, software, and technology; critical-thinking and analytical skills; and ability to multi-task.
Proven experience diagnosing and resolving complex IT issues using performance data from enterprise monitoring tools like Dynatrace.
Familiarity with tools and technologies such as 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.
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 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 is a plus.
Deep knowledge and hands-on experience with Dynatrace.