Operations Manager & Analyst

Job ID: 26-20910Location: Quincy, MA / 50% RemoteContact: Jyoti GuptaContact Email: View email address on click.appcast.io Phone: 2013814676Company: Mindlance 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 EEO:- Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans