Advisor System Operations Manager (ASOM) - Remote in USA

Gainwell Technologies LLC

4d•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. The Advisor System Operations Manager (ASOM) is a senior technical and operational leader accountable for the architectural integrity, operational health, availability, modernization, and service delivery of all systems supporting the Alaska Medicaid Management Information System (MMIS) and related enterprise services. This role combines architecture governance, systems operations leadership, and IT service management accountability. As a core member of the account leadership team, the ASOM provides a 360‑degree view of the business and technical ecosystem, ensures production stability, drives continuous improvement, and serves as the final escalation point for non‑routine and complex system issues. This is not a traditional Project Manager or HR People Manager role. The ASOM is accountable for technical delivery excellence, ownership clarity, and cross‑functional execution across infrastructure, applications, vendors, and client stakeholders.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field
10+ years of experience in IT systems engineering, operations, or infrastructure leadership
5+ years in senior technical or service delivery leadership roles
Deep expertise in ITIL4, ITSM, systems operations, and architecture governance
Experience in regulated environments (healthcare, Medicaid/Medicare Information Systems preferred)
Strong knowledge of HIPAA, SOC, and compliance frameworks

Nice To Haves

Master’s degree or PMP preferred
Experience in regulated environments (healthcare, Medicaid/Medicare Information Systems preferred)

Responsibilities

Own end‑to‑end production health (availability, performance, continuity) across complex, to regulated healthcare systems.
Serve as single technical authority and escalation owner, eliminating ownership gaps and enforcing clear L1–L5 support models.
Lead P1/P2 incident response, RCA, and permanent fixes, significantly improving system stability and MTTR.
Act as production gatekeeper and voting CAB member, ensuring safe releases and controlled change.
Ensure continuous HIPAA, SOC, and regulatory compliance; maintained full audit and DR readiness.
Own account‑level architecture across applications, data, integrations, and infrastructure.
Lead architecture reviews, design approvals, and technical risk decisions.
Define and execute the technical roadmap aligned to client priorities and Infrastructure Delivery Leadership.
Drive modernization initiatives including cloud readiness, refactoring, automation, and platform re‑engineering.
Introduce new patterns and future‑state solutions to support scalability and long-term business outcomes.
Lead ITIL 4–aligned ITSM processes: Incident, Problem, Change, and Service Request Management.
Direct Major Incident Management (MIM), executive communications, and post‑incident accountability.
Define and track SLAs, KPIs, and service quality metrics.
Lead disaster recovery exercises and support SOC audits.
Convert recurring issues into standardized, automated solutions.
Primary systems liaison to client executives and internal delivery leadership.
Represent systems in CABs, governance forums, and steering committees.
Provide clear, decisive communication during outages, escalations, and major changes.
Partner with clients to anticipate future needs and align technology with business goals.
Mentor senior engineers and operations leaders; building a culture of accountability and ownership.
Establish and maintain a clear ownership map for all systems and services.
Drive cross‑training and succession planning to strengthen operational resilience.