Expert System Operations Manager

🕒 March 11

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $105.9k - $151.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

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 Gainwell system availability, performance monitoring, and operational continuity • Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps • Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2) • Maximize system updates, patches, and troubleshooting efforts • Responsible for defect tracking (PROD and non-PROD) • Ensure system observability and lead rapid triage during outages or degradation events • Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls • Guide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering • Collaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices • Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution • Coordinate with teams to remediate Security Vulnerabilities across systems • Champion technical innovation and recommend solutions to increase scalability, security, and automation • Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework • Supervise Incident, Problem, Change, and Service Request Management across all system tiers • Responsible for MIM reporting and communication • Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements • Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows • Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines • Oversee annual DR exercise • Support annual SOC audit • Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts • Provide weekly defect reporting and change requests • Work closely with PMO for weekly/monthly reporting • Participate in project governance, CAB, and readiness assessments for production deployment approvals • Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives • Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings • Represent systems at weekly status meetings, steering committees, and delivery reviews • Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships • Provide clear communication and detailed impact reporting during outages, escalations, and planned changes • Lead and coach technical and operations staff across multiple delivery areas • Set aligned objectives, drive performance feedback, and promote a culture of accountability and learning • Maintain an Ownership Map—ensuring every service/system has clearly defined primary and secondary owners • Encourage cross-training, succession planning, and bench strength development

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred) • 10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred) • 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.

🏖️ Benefits

• generous, flexible vacation policy • educational assistance • comprehensive health benefits • 401(k) employer match