Expert System Operations Manager

Gainwell Technologies LLC•Any city, OH

27d•$105,900 - $151,300•Remote

About The Position

The Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. The role drives IT service management maturity, ensures seamless operations, and governs system changes, incidents, and escalations. As a member of the account leadership team, the manager owns system health, establishes escalation and ownership protocols, and ensures services are optimized, secure, and aligned with contractual and business outcomes. The role is accountable for technical delivery and cross-functional coordination, rather than serving as a traditional project manager or HR people manager. The position oversees system availability, performance monitoring, operational continuity, incident response, root cause analysis, defect tracking, compliance, ITSM processes, service delivery, technical modernization, security remediation, and disaster recovery. It coordinates with architecture, engineering, support, release, PMO, client, and account leadership teams to deliver system initiatives and maintain service quality. It also leads and coaches technical and operations staff, promotes accountability and learning, and maintains clear ownership for each system and service. This is a fully remote position with work-related travel of up to 25%. The application deadline is November 29, 2026. The stated pay range is $105,900 to $151,300 per year; actual base pay may vary based on geographic region, internal equity, job-related knowledge, skills, and experience. Salaried full-time candidates are eligible for flexible vacation, a 401(k) employer match, comprehensive health benefits, and educational assistance.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
10 or more years of experience in IT systems engineering, operations, or infrastructure leadership.
5 or more 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.

Nice To Haves

Master’s degree preferred.
PMP preferred.
Medicare MIS or healthcare platform experience preferred.

Responsibilities

Own end-to-end system availability, performance monitoring, and operational continuity.
Enforce escalation paths across L1–L5 tiers and ensure clear ownership.
Lead root cause analysis and implement permanent corrective actions for major P1/P2 incidents.
Maximize system updates, patches, and troubleshooting efforts.
Track defects in production and non-production environments.
Ensure system observability and lead rapid triage during outages or degradation events.
Maintain operational compliance with HIPAA, state and federal policies, and internal audit controls.
Guide infrastructure modernization initiatives, including 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 and data protection; support SOC audits and disaster recovery planning and execution.
Coordinate remediation of security vulnerabilities across systems.
Recommend technical innovations and solutions to improve scalability, security, and automation.
Design, implement, and continuously improve ITSM processes using the ITIL4 framework.
Supervise Incident, Problem, Change, and Service Request Management across all system tiers.
Manage MIM reporting and communication.
Define and monitor KPIs and SLAs for service quality and drive improvements.
Manage second-level support teams and coordinate with L1 providers on escalation and response workflows.
Support the Release team to deliver successful releases aligned with project deliverables and client timelines.
Oversee the annual disaster recovery exercise and support the annual SOC audit.
Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts in partnership with architecture.
Understand and follow Gainwell Technologies policies and procedures.
Provide weekly defect reporting and change requests.
Work with the PMO on weekly and monthly reporting.
Participate in project governance, CAB, and production deployment readiness assessments and approvals.
Align technical execution with contractual obligations, security audits, and disaster recovery objectives.
Serve as the primary systems liaison to client leaders, including CDL, DHS, and AGM, and participate in governance and planning meetings.
Represent systems at weekly status meetings, steering committees, and delivery reviews.
Partner with clients to anticipate future needs, align solution roadmaps, and maintain business relationships.
Communicate clearly and provide 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 accountability and learning.
Maintain an Ownership Map defining primary and secondary owners for every service and system.
Encourage cross-training, succession planning, and bench-strength development.