System Operations Manager – Principal

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $113.3k - $161.9k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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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 • Enforce escalation paths across L1–L5 tiers • Lead root cause analysis and permanent corrective actions for major incidents • Maximize system updates, patches, and troubleshooting efforts • Track production and non-production defects • Ensure system observability and lead outage triage • Maintain compliance with HIPAA, state/federal policies, and internal audit controls • Guide cloud-readiness, refactoring, virtualization, and platform reengineering initiatives • Collaborate with architects and engineering teams on SOA, DevOps, and enterprise integration practices • Implement security controls, data protection, SOC audits, and disaster recovery planning • Coordinate remediation of security vulnerabilities • Lead ITSM process design and continuous improvement using ITIL4 • Supervise Incident, Problem, Change, and Service Request Management • Own KPIs and SLAs and drive service-quality improvements • 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, change, and project governance reporting • Participate in CAB and production-readiness assessments • Act as primary systems liaison to client leaders and represent systems in governance meetings • Partner with clients on future needs and solution roadmaps • Communicate impact during outages, escalations, and planned changes • Lead and coach technical and operations staff • Set objectives, drive performance feedback, and promote accountability and learning • Maintain an ownership map and encourage cross-training, succession planning, and bench-strength development

🎯 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 • Willingness to work a flexible schedule to accommodate business needs and travel as required • Video cameras must be used during all interviews and during the initial week of orientation

🏖️ Benefits

• Work flexibility • Learning and career development • Technical credentials and certifications • Generous, flexible vacation policy • Educational assistance • Leadership and technical development academies • Opportunities to travel through your work (0-10%) • 401(k) employer match • Comprehensive health benefits • Equal opportunity employment