Principal, System Operations Manager

Gainwell Technologies LLC•Any city, OH

2d•$99,000 - $141,400•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, escalation and ownership protocols, and alignment of systems and services with contractual and business outcomes. This is not described as a traditional Project Manager or HR People Manager; it is accountable for the systems team’s technical delivery, excellence, and cross-functional coordination. The role oversees system availability, monitoring, continuity, incident response, root cause analysis, defect tracking, compliance, and service delivery. It guides infrastructure modernization, security, disaster recovery, and ITSM process improvement. The manager also coordinates technical initiatives and deployments, engages with client leaders, provides operational reporting, and coaches technical and operations staff. The position is a United States remote opportunity. Video cameras are required during interviews and the initial week of orientation.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a 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.

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 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 service degradation.
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 on SOA, DevOps, and enterprise integration practices.
Implement security best practices for access controls, data protection, and SOC audits; assist with disaster recovery planning and execution.
Coordinate remediation of security vulnerabilities across systems.
Champion technical innovation and recommend solutions that improve scalability, security, and automation.
Lead the design, implementation, and continuous improvement of ITSM processes using the ITIL4 framework.
Supervise Incident, Problem, Change, and Service Request Management across system tiers.
Own 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 achieve successful releases and compliance with 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.
Provide weekly defect reporting and change requests.
Work with the PMO on weekly and monthly reporting.
Participate in project governance, CAB, and readiness assessments for production deployment approvals.
Align technical execution with contractual obligations, security audits, and disaster recovery objectives.
Act 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 impact reporting during outages, escalations, and planned changes.
Lead and coach technical and operations staff across multiple delivery areas.
Set aligned objectives, provide performance feedback, and promote accountability and learning.
Maintain an Ownership Map identifying primary and secondary owners for every service or system.
Encourage cross-training, succession planning, and bench strength development.
Understand and follow Gainwell Technologies policies and procedures.