System Operations Manager – Principal

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $105.9k - $151.3k / 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 for MMIS and related enterprise services • Enforce escalation paths across L1–L5 tiers and lead root cause analysis for major incidents • Oversee system updates, patches, troubleshooting, defect tracking, observability, and outage triage • Maintain compliance with HIPAA, state/federal policies, and internal audit controls • Guide cloud-readiness, refactoring, virtualization, platform reengineering, security, and disaster recovery initiatives • Collaborate with architects and engineering teams on SOA, DevOps, and enterprise integration practices • Lead ITSM process design and improvement using the ITIL4 framework • Supervise Incident, Problem, Change, and Service Request Management • Define and monitor KPIs and SLAs, manage second-level support, and coordinate L1 escalation workflows • Oversee annual disaster recovery exercises and support annual SOC audits • Lead technical planning for initiatives, migrations, upgrades, and risk mitigation • Provide defect, change, and weekly/monthly reporting; participate in project governance, CAB, and readiness assessments • Serve as primary systems liaison to client leaders and represent systems in status meetings, steering committees, and delivery reviews • Communicate impact during outages, escalations, and planned changes • Lead and coach technical and operations staff, maintain ownership maps, and promote cross-training and succession planning

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field • 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 • Medicare MIS or healthcare platform experience preferred • Master’s degree or PMP preferred • Ability to work remotely in the United States • Video cameras must be used during all interviews and 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 • 401(k) employer match • Comprehensive health benefits • Video cameras used during interviews and initial week of orientation