Operations & Systems Engineer

CrewBloom • Boston, MA

60d • Remote

About The Position

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.
• 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).
• 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.

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

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees