Operations and Maintenance ANALYST

The primary work location for this role will be at 100 Hancock Street Quincy, Massachusetts 02171. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Schedules are subject to change based on the operational needs of the business.

Responsibilities:

· Support and coordinate the day-to-day operations of the MMIS application in a 24x7 production environment.

· Monitor applications, interface jobs, batch processes, and system alerts to ensure timely resolution of production issues with minimal business impact.

· Analyze and troubleshoot application issues, real-time and batch interface failures, collaborating with cross-functional teams for quick resolution.

· Participate in incident bridge calls for high-priority issues, documenting root cause analysis and resolution steps.

· Track and report daily system health, job performance, and SLA compliance through operational dashboards and reports.

· Maintain and update operational documentation, including issue logs, configuration details, and maintenance procedures.

· Assist in scheduling and coordinating planned maintenance activities such as patching, deployments, and hardware upgrades.

· Support monitoring tools and alerting systems to proactively detect and respond to performance anomalies or job failures.

· Generate and validate MMIS operational and performance reports; support business users with ad-hoc reporting needs.

· Review incident and service desk metrics to identify recurring issues and recommend process improvements.

· Collaborate with vendors, infrastructure teams, and application owners to troubleshoot and resolve complex technical issues.

· Participate in system enhancements, upgrades, and migration activities following SDLC and Agile methodologies.

· Communicate production issues, system changes, and maintenance windows to business and technical stakeholders.

· Ensure compliance with established operational standards, security policies, and organizational procedures.

· Continuously identify opportunities to optimize system reliability, efficiency, and monitoring capabilities.

Preferred Qualifications:

· 8 years IT experience with strong operations and data analysis experience.

· Technical knowledge of IT infrastructure, cloud, hosting environments standards.

· Strong understanding of Enterprise applications design and architecture

· Strong understanding of data exchange mechanisms and data structures.

· Experience monitoring alerts and tracking system health metrics to ensure maximum uptime for critical applications.

· Proven experience using APM and log management tools (Amazon CloudWatch, Dynatrace or similar) to troubleshoot system errors and monitor transactions.

· Foundational knowledge of server environments (Linux/Unix or Windows Server), command-line, server resources, application impact, and performance.

· Experience administering enterprise software platforms, web/application servers (e.g., Apache, Tomcat, or WebLogic).

· Strong proficiency in writing Oracle, SQL queries to analyze database records, trace data paths, and validate backend fixes.

· Strong Knowledge of REST, SOAP Web Services, XML and data exchange.

· Experience documenting workflows and managing tracking tickets via platforms like Jira.

· Investigate, diagnose, and resolve production system defects, conducting root cause analysis (RCA) on failed processes.

· Experience in file exchange mechanisms and protocols like sftp is required.

· Prior experience developing requirement documents and technical specifications is required

· Experience with web service validations and testing tools like, Postman, SoapUI or similar and defining requirements and testing specifications is required.

· Strong health insurance business knowledge with focus on interface designs, data structures and transaction types.

· Proficient in business analysis to support all stages of SDLC.

· Excellent communication and documentation skills.

Education and Certifications:

· Bachelor’s degree or higher in Business, IT or Healthcare Administration, or equivalent work experience.