Operations Manager & Analyst

DETAILED STATEMENT OF DUTIES AND 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.

QUALIFICATIONS: MINIMUM REQUIREMENTS

· Minimum (4-6) years of analytical experience, preferably within operations.

· Demonstrated ability to solve complex IT problems, monitor servers and generate reports.

· 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).

· 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. Proficiency with MS Project and Visio a plus.

· 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.

EDUCATION
Bachelor’s Degree in Information Systems, Business Administration, or a closely related field