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Location
Onsite: Quincy, MA (Hybrid)
Onsite: Quincy, MA (Hybrid)
Experience Level
Mid-Senior Level (4–6+ years)
Position Overview
The Operations Manager & Analyst is responsible for supporting the day-to-day operations of the Health Insurance Exchange (HIX) platform by monitoring system performance, managing production support activities, coordinating releases and patching, and providing operational reporting and analysis. This role serves as a key liaison between business stakeholders, vendors, infrastructure teams, and application support teams to ensure system stability, issue resolution, and continuous operational improvement.
Key Responsibilities
Operations & Production Support
- Monitor system availability, performance, capacity, and operational health.
- Investigate, document, escalate, and coordinate resolution of production issues.
- Support daily production and non-production environment operations.
- Participate in incident management, root cause analysis, and issue resolution.
- Coordinate production support activities with internal teams and vendors.
Release, Patching & Environment Management
- Support application releases, upgrades, and patch management activities.
- Coordinate patching across Production, QA, Staging, and lower environments.
- Review implementation plans, transition plans, architecture documents, and release deliverables.
- Manage digital certificate updates and renewals.
Reporting & Data Analysis
- Develop and maintain scheduled and ad-hoc operational reports.
- Utilize SQL, QuickSight, and database tools for reporting and analysis.
- Support data updates, validation activities, and operational metrics reporting.
- Track trends, issues, and performance indicators for management reporting.
Project Coordination & Operational Planning
- Develop project timelines, milestones, and operational work plans.
- Track operational initiatives and ensure timely completion of assigned tasks.
- Provide regular status updates to leadership and stakeholders.
- Identify risks and develop mitigation and response plans.
Process Improvement & Documentation
- Develop and implement operational best practices and process improvements.
- Maintain software inventories and update schedules.
- Document operational procedures, incidents, resolutions, and support activities.
- Create executive-level presentations and operational dashboards.
Stakeholder & Vendor Management
- Collaborate with business users, vendors, architects, PMO teams, and technical staff.
- Maintain ticket updates and communications through Jira, ServiceNow, or similar systems.
- Respond to stakeholder inquiries and operational requests.
- Build effective working relationships across technical and business teams.
Required Qualifications
- Bachelor’s degree in Information Systems, Business Administration, or a related field.
- 4–6+ years of IT operations, systems support, or business operations experience.
- Experience monitoring production systems and resolving complex operational issues.
- Experience supporting releases, patching, and production deployments.
- Strong SQL skills with experience creating reports and validating data.
- Experience with Jira, ServiceNow, or similar ticketing platforms.
- Experience developing operational status reports, metrics, and dashboards.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience supporting Health Insurance Exchange (HIX/IES), Medicaid, MassHealth, or HHS systems.
- Experience in state government or public-sector environments.
- Experience with AWS cloud environments.
- Experience with Dynatrace monitoring tools.
- Experience with QuickSight reporting and analytics.
- Experience with Linux scripting.
- Experience using SQL Developer, Toad, or similar database tools.
- Experience with Microsoft Project and Visio.
Core Skills
- Production Support & Operations Management
- Incident & Problem Management
- Release & Patch Management
- SQL Reporting & Data Analysis
- Jira & ServiceNow
- AWS
- Dynatrace
- QuickSight
- Linux Scripting
- Risk & Issue Management
- Vendor Coordination
- Status Reporting & Metrics
- Microsoft 365 Suite
- Technical Documentation
- Healthcare IT Operations
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