Operations Manager & Analyst

EEO:- Mindlance•Quincy, MA

About The Position

This role involves proactively monitoring systems for availability, capacity, and performance, investigating and analyzing issues, assessing criticality, and reporting as required. The position ensures issues are identified, documented, communicated, and escalated for timely resolution. The Operations Manager & Analyst will exercise responsibility in maintaining acceptable service performance levels, including issue resolution, data collection, recording, reporting, and IT process controls. Collaboration with technical and non-technical personnel is key to resolving issues and updating ticketing systems. The role provides technical support for daily operations and oversees production and lower environment maintenance activities in cooperation with vendors. Participation in the patch management process for servers, systems, and software is also a responsibility. Additionally, the role supports data updates and report generation using SQL and other DB tools, develops project plans and timelines, monitors project tasks, and implements best practices to enhance operational efficiency. Support for tracking and resolving production batch schedule exclusions, workarounds, defects, and data corrections is required, as is managing the digital certificate update process and maintaining software inventory lists. The position involves designing high-level presentations and adhering to relevant policies and standards. Reviewing release deliverables, providing status updates on operational projects, managing patching and updates across environments, identifying risks, and triaging production incidences with technical teams are also core functions.

Requirements

Minimum (4-6) years of analytical experience, preferably within operations.
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, have a broad technical background of systems, software, and technology, possess both critical-thinking and analytical skills and must be able to multi-task.
Must be able to work well with others in an environment where deliverables are dependent on the output of others.
Proficiency with Microsoft 365 applications including SharePoint, OneDrive, Microsoft Teams, Outlook, Word, Excel, PowerPoint.
Experience supporting releases, patching and upgrades in production environment.
Familiarity with the following or similar tools and technologies Dynatrace, QuickSight, SQL, Linux scripting, AWS.
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 including Jira and 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.
Respond to ad hoc inquiries and requests for information from internal EOHHS, MassHealth and CCA stakeholders.

Nice To Haves

Experience with State Government Health and Human Services (HHS) programs and State Insurance Exchanges is a plus (i.e.: The MA HIX/IES system is an eligibility and enrollment application operating as a modular integrated platform).
Proficiency with MS Project and Visio a plus.

Responsibilities

Proactively monitor systems for availability, capacity & performance and when necessary, investigate and analyze the problems/issues, assess criticality, and report out as required.
Ensure issues are identified, documented, communicated, and appropriately escalated to ensure timely resolution of each request.
Exercise responsibility and maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and in maintaining controls over IT processes.
Collaborate with technical and non-technical personnel (Agency functional experts, vendors, PMO, architects, etc.) to resolve open issues on a timely basis and update status and maintenance in ticketing system.
Provide technical support for daily operations & oversee production and lower environment maintenance activities in close cooperation with our vendors.
Participate in the patch management process for servers, system, and software.
Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools including Quicksight.
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 Digital Certificate update process in close cooperation with our vendors.
Maintain the software inventory list including latest version and planned updates.
Design presentations at high levels, incorporate advanced features of PowerPoint, Excel, etc.
Adhere to all the Secretariat’s, EOHHS IT’s, and relevant Management policies, procedures, and standards.
Review release deliverables including System Architecture designs, test plans, configuration guide, O&M Transition plan, Implementation plan etc.
Provide periodic status updates to business and leadership about operational projects and tasks and keep the Project and tasks tracking systems updated.
Manage and coordinate patching and updates in all environments including Prod, staging, QA etc.
Identify risks and issues and create issue response and mitigation plans.
Work together with technical teams in triaging any production incidences.