System Operations Manager, Principal

Gainwell Technologies LLC•Any city, OH

2d•$113,300 - $161,900•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, enforces escalation and ownership protocols, and ensures systems and services are optimized, secure, and aligned with contractual and business outcomes. The position focuses on technical delivery, operational excellence, and cross-functional coordination rather than traditional project or HR people management. The role oversees system availability, performance monitoring, operational continuity, incident response, root cause analysis, defect tracking, compliance, and observability. It guides infrastructure modernization and security initiatives, leads ITSM process improvement under the ITIL4 framework, manages service delivery metrics and support workflows, and contributes to releases, disaster recovery exercises, and SOC audits. The manager also coordinates technical planning and governance, communicates with client stakeholders, and coaches technical and operations staff while fostering accountability, cross-training, and succession planning. This is a fully remote opportunity for candidates anywhere in the United States, with 0–10% travel. A flexible schedule is required to accommodate business needs and travel. Video cameras are required during interviews and the initial week of orientation. The application deadline is December 30, 2026. The stated pay range is $113,300 to $161,900 per year; offered base pay may vary based on geography, internal equity, and job-related factors.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
At least 10 years of experience in IT systems engineering, operations, or infrastructure leadership.
At least 5 years of experience in technical and service delivery leadership roles.
Deep expertise in ITIL4, ITSM, and technical project execution in 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.

Nice To Haves

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

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 production and non-production defects.
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, 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; support disaster recovery planning and execution.
Coordinate remediation of security vulnerabilities and recommend solutions to improve scalability, security, and automation.
Lead 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 and drive service improvements.
Manage second-level support teams and coordinate with L1 providers on escalations and response workflows.
Support the Release team to enable 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.
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 readiness assessments.
Align technical execution with contractual obligations, security audits, and disaster recovery objectives.
Serve as the primary systems liaison to client leaders and represent systems in governance meetings, status meetings, steering committees, and delivery reviews.
Partner with clients to anticipate needs, align solution roadmaps, and maintain business relationships.
Communicate impacts clearly during outages, escalations, and planned changes.
Lead and coach technical and operations staff across delivery areas; set objectives, provide performance feedback, and promote accountability and learning.
Maintain an Ownership Map identifying primary and secondary owners for each service and system.
Encourage cross-training, succession planning, and bench-strength development.