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Posted: 10/21/2026System Operations Manager – Principal
Gainwell TechnologiesCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments, ensuring system availability, performance monitoring, and operational continuity. Capable of leading incident management, compliance with HIPAA and SOC standards, and driving service-quality improvements through effective team leadership and collaboration.
Highest-signal resume keywords
ITIL4 ExpertiseIncident ManagementHIPAA ComplianceTechnical Project ExecutionService Delivery Leadership
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own end-to-end system availability, performance monitoring, and operational continuity
- Enforce escalation paths across L1–L5 tiers
- Lead root cause analysis and permanent corrective actions for major incidents
- Maximize system updates, patches, and troubleshooting efforts
- Track production and non-production defects
- Ensure system observability and lead outage triage
- Maintain compliance with HIPAA, state/federal policies, and internal audit controls
- Guide cloud-readiness, refactoring, virtualization, and platform reengineering initiatives
- Collaborate with architects and engineering teams on SOA, DevOps, and enterprise integration practices
- Implement security controls, data protection, SOC audits, and disaster recovery planning
- Coordinate remediation of security vulnerabilities
- Lead ITSM process design and continuous improvement using ITIL4
- Supervise Incident, Problem, Change, and Service Request Management
- Own KPIs and SLAs and drive service-quality improvements
- Manage second-level support teams and coordinate with L1 providers
- Support releases, annual disaster recovery exercises, and SOC audits
- Lead technical planning for initiatives, migrations, upgrades, and risk mitigation
- Provide defect, change, and project governance reporting
- Participate in CAB and production-readiness assessments
- Act as primary systems liaison to client leaders and represent systems in governance meetings
- Partner with clients on future needs and solution roadmaps
- Communicate impact during outages, escalations, and planned changes
- Lead and coach technical and operations staff
- Set objectives, drive performance feedback, and promote accountability and learning
- Maintain an ownership map and encourage cross-training, succession planning, and bench-strength development
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field
- Master’s degree or PMP preferred
- 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
- Willingness to work a flexible schedule to accommodate business needs and travel as required
- Video cameras must be used during all interviews and during the initial week of orientation
Benefits
Comp & perks- Work flexibility
- Learning and career development
- Technical credentials and certifications
- Generous, flexible vacation policy
- Educational assistance
- Leadership and technical development academies
- Opportunities to travel through your work (0-10%)
- 401(k) employer match
- Comprehensive health benefits
- Equal opportunity employment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
System Availability ManagementPerformance MonitoringRoot Cause AnalysisTroubleshootingChange ManagementDisaster Recovery PlanningSecurity Controls ImplementationCloud-ReadinessPlatform ReengineeringDefect Tracking
Soft Skills
Team LeadershipCollaborationCommunicationCoachingAccountability
Tools & Technologies
ITSM ToolsSOC AuditsVirtualization TechnologiesDevOps PracticesEnterprise Integration
Certifications & Qualifications
Bachelor’s Degree in Computer ScienceMaster’s Degree PreferredPMP Preferred
Industry Keywords
IT Systems EngineeringInfrastructure LeadershipRegulated EnvironmentsCompliance FrameworksService Quality Improvements