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Gainwell Technologies · 1 month ago

System Operations Manager, Principal

United States

Full-time

Remote

Senior Level, Lead/Staff

$99K/yr - $141K/yr

10+ years exp

Gainwell Technologies LLC is dedicated to improving health and well-being through innovative technology solutions. The Systems Operations Manager is a strategic leader responsible for overseeing the performance and availability of systems supporting the Medicaid Management Information System, ensuring operational excellence, IT service management, and governance over system changes.

Health CareInformation Technology

H1B Sponsor Likely

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

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

Qualification

ITIL4ITSMTechnical Delivery LeadershipHIPAA ComplianceSOC AuditsCloud ModernizationRoot Cause AnalysisStakeholder EngagementPerformance FeedbackCross-Training

Required

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

Preferred

Master's degree

PMP certification

Medicare MIS or healthcare platform experience

Benefits

Generous, flexible vacation policy

A 401(k) employer match

Comprehensive health benefits

Educational assistance

A variety of leadership and technical development academies to help build your skills and capabilities

Company

Gainwell Technologies

Glassdoor3.2

Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.

Founded in 2009

Irving, Texas, USA

10001+ employees

https://www.gainwelltechnologies.com/

H1B Sponsorship

Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2025 (90)

2024 (78)

2023 (56)

2022 (96)

2021 (33)