[Remote] Expert System Operations Manager
Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a company focused on leveraging advanced technologies to enhance healthcare services. The Expert System Operations Manager will oversee the performance and availability of systems supporting Medicaid Management Information System (MMIS), ensuring operational excellence and compliance while driving IT service management maturity.
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 or PMP
- Medicare MIS or healthcare platform experience
Benefits
- 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
Company Overview