Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company dedicated to improving the health and well-being of vulnerable communities through advanced technology. The Experienced System Operations Manager will be a strategic leader responsible for the performance and delivery of systems supporting Medicaid Management Information System (MMIS), ensuring operational excellence and compliance while driving continuous improvement in IT service management.
Responsibilities
- Own end-to-end Gainwell system availability, performance monitoring, and operational continuity
- Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps
- Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2)
- Maximize system updates, patches, and troubleshooting efforts
- Responsible for defect tracking (PROD and non-PROD)
- Ensure system observability and lead rapid triage during outages or degradation events
- Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls
- Guide infrastructure modernization initiatives such as 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, data protection, SOC audits, and help with disaster recovery planning and execution
- Coordinate with teams to remediate Security Vulnerabilities across systems
- Champion technical innovation and recommend solutions to increase scalability, security, and automation
- Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework
- Supervise Incident, Problem, Change, and Service Request Management across all system tiers
- Responsible for MIM reporting and communication
- Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements
- Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows
- Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines
- Oversee annual DR exercise
- Support annual SOC audit
- Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts
- Understands Gainwell Technologies Policies and Procedures
- Provide weekly defect reporting and change requests
- Work closely with PMO for weekly/monthly reporting
- Participate in project governance, CAB, and readiness assessments for production deployment approvals
- Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives
- Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings
- Represent systems at weekly status meetings, steering committees, and delivery reviews
- Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships
- Provide clear communication and 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 a culture of accountability and learning
- Maintain an Ownership Map—ensuring every service/system has clearly defined primary and secondary owners
- Encourage cross-training, succession planning, and bench strength development
Skills
- 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
- Master's degree or PMP
- Medicare MIS or healthcare platform experience
Benefits
- Work flexibility
- Learning
- Career development
- Generous, flexible vacation policy
- Educational assistance
- Comprehensive health benefits
- 401(k) employer match
- A variety of leadership and technical development academies to help build your skills and capabilities
- United States remote
Company Overview