[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.ResponsibilitiesOwn end-to-end Gainwell system availability, performance monitoring, and operational continuityEnforce defined escalation paths across L1–L5 tiers, ensuring no ownership gapsLead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2)Maximize system updates, patches, and troubleshooting effortsResponsible for defect tracking (PROD and non-PROD)Ensure system observability and lead rapid triage during outages or degradation eventsMaintain operational compliance with HIPAA, state/federal policies, and internal audit controlsGuide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineeringCollaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practicesImplement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and executionCoordinate with teams to remediate Security Vulnerabilities across systemsChampion technical innovation and recommend solutions to increase scalability, security, and automationLead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 frameworkSupervise Incident, Problem, Change, and Service Request Management across all system tiersResponsible for MIM reporting and communicationOwn, define and monitor KPIs and SLAs for service quality, proactively driving improvementsManage second-level support teams and coordinate with L1 providers for seamless escalation and response workflowsPromote support to Release team for successful releases to build on project deliverables and compliance to client timelinesOversee annual DR exerciseSupport annual SOC auditLead technical planning for system initiatives, migrations, upgrades, and risk mitigation effortsUnderstands Gainwell Technologies Policies and ProceduresProvide weekly defect reporting and change requestsWork closely with PMO for weekly/monthly reportingParticipate in project governance, CAB, and readiness assessments for production deployment approvalsEnsure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectivesAct as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetingsRepresent systems at weekly status meetings, steering committees, and delivery reviewsPartner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationshipsProvide clear communication and detailed impact reporting during outages, escalations, and planned changesLead and coach technical and operations staff across multiple delivery areasSet aligned objectives, drive performance feedback, and promote a culture of accountability and learningMaintain an Ownership Map—ensuring every service/system has clearly defined primary and secondary ownersEncourage cross-training, succession planning, and bench strength developmentSkillsBachelor's degree in Computer Science, Information Systems, Engineering, or related field10+ years in IT systems engineering, operations, or infrastructure leadership5+ years in technical and service delivery leadership rolesDeep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environmentsKnowledge of HIPAA, SOC, and enterprise compliance frameworksMaster's or PMPMedicare MIS or healthcare platform experienceBenefitsGenerous, flexible vacation policyEducational assistanceComprehensive health benefits401(k) employer matchA variety of leadership and technical development academies to help build your skills and capabilitiesCompany OverviewGainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.