Note: The job is a remote job and is open to candidates in USA. Resource Informatics Group, Inc is seeking a Systems Operations Manager to join their account leadership team. This role is responsible for ensuring system health, optimizing services, and coordinating technical delivery across teams.
Responsibilities
- Own end-to-end 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)
- 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
- 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
- Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts
- Work closely with PMO for weekly/monthly reporting
- 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
- Provide clear communication and detailed impact reporting during outages, escalations, and planned changes
- Lead and coach technical and operations staff across multiple delivery areas
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 or PMP preferred
- Medicare MIS or healthcare platform experience preferred
Company Overview
Company H1B Sponsorship