Expert System Operations Manager

🕒 October 13

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $105.9k - $151.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Own end-to-end system availability, performance monitoring, and operational continuity for MMIS and related enterprise services • Enforce escalation paths across L1–L5 tiers and eliminate ownership gaps • Lead root cause analysis and permanent corrective actions for P1/P2 incidents • Oversee system updates, patches, troubleshooting, and defect tracking • Ensure system observability and lead rapid outage triage • Guide cloud-readiness, refactoring, virtualization, platform reengineering, and other modernization initiatives • Align architecture and engineering teams with SOA, DevOps, and enterprise integration best practices • Implement security controls, data protection, SOC audits, and disaster recovery planning and execution • Coordinate remediation of system security vulnerabilities • Lead and improve ITSM processes using the ITIL4 framework • Supervise Incident, Problem, Change, and Service Request Management • Own MIM reporting, KPIs, and SLAs for service quality • Manage second-level support teams and coordinate with L1 providers • Support releases, annual disaster recovery exercises, and SOC audits • Lead technical planning for initiatives, migrations, upgrades, and risk mitigation • Provide defect and change-request reporting and collaborate with the PMO on reporting • Participate in project governance, CAB, and production-readiness assessments • Act as primary systems liaison to client leaders and represent systems in governance meetings • Communicate outage, escalation, and planned-change impacts • Lead and coach technical and operations staff • Set objectives, drive performance feedback, maintain ownership maps, and promote cross-training and succession planning

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field • Master’s degree or PMP preferred • 10+ years in IT systems engineering, operations, or infrastructure leadership • 5+ years in technical and service delivery leadership roles • Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments • Knowledge of HIPAA, SOC, and enterprise compliance frameworks • Compliance with HIPAA, state/federal policies, and internal audit controls • Video cameras must be used during all interviews and the initial week of orientation

🏖️ Benefits

• Work flexibility • Learning and career development • Generous, flexible vacation policy • Educational assistance • Leadership and technical development academies • 401(k) employer match • Comprehensive health benefits • Opportunity to travel through your work up to 25% of the time