System Operations Manager – Principal

Gainwell Technologies

. Own end-to-end system availability, performance monitoring, and operational continuity for MMIS and related enterprise services .

Posted 10/13/2026full-timeRemote • United StatesLead💰 $105,900 - $151,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ITIL4, ITSM, and operational continuity within complex, regulated environments, ensuring compliance with HIPAA and SOC standards. Proven ability to lead technical teams, manage incident response, and drive system performance improvements.

Highest-signal resume keywords

ITIL4 ExpertiseITSM LeadershipHIPAA ComplianceTechnical Project ExecutionIncident Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

System Availability ManagementPerformance MonitoringRoot Cause AnalysisDefect TrackingChange ManagementKPI MonitoringDisaster Recovery PlanningCloud-ReadinessPlatform ReengineeringService Request Management

Soft Skills

LeadershipCollaborationCommunicationCoachingCross-Training

Tools & Technologies

SOADevOpsITIL4 FrameworkMonitoring ToolsIncident Management Systems

Certifications & Qualifications

Bachelor’s DegreeMaster’s DegreePMP Certification

Industry Keywords

Healthcare PlatformMedicare MISSOC AuditsRegulated EnvironmentsCompliance Frameworks

Tech Stack

Tools & technologies

CloudITSMPMP

About the role

Key responsibilities & impact

Own end-to-end system availability, performance monitoring, and operational continuity for MMIS and related enterprise services
Enforce escalation paths across L1–L5 tiers and lead root cause analysis for major incidents
Oversee system updates, patches, troubleshooting, defect tracking, observability, and outage triage
Maintain compliance with HIPAA, state/federal policies, and internal audit controls
Guide cloud-readiness, refactoring, virtualization, platform reengineering, security, and disaster recovery initiatives
Collaborate with architects and engineering teams on SOA, DevOps, and enterprise integration practices
Lead ITSM process design and improvement using the ITIL4 framework
Supervise Incident, Problem, Change, and Service Request Management
Define and monitor KPIs and SLAs, manage second-level support, and coordinate L1 escalation workflows
Oversee annual disaster recovery exercises and support annual SOC audits
Lead technical planning for initiatives, migrations, upgrades, and risk mitigation
Provide defect, change, and weekly/monthly reporting; participate in project governance, CAB, and readiness assessments
Serve as primary systems liaison to client leaders and represent systems in status meetings, steering committees, and delivery reviews
Communicate impact during outages, escalations, and planned changes
Lead and coach technical and operations staff, maintain ownership maps, and promote cross-training and succession planning

Requirements

What you’ll need

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
Medicare MIS or healthcare platform experience preferred
Master’s degree or PMP preferred
Ability to work remotely in the United States
Video cameras must be used during all interviews and 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
401(k) employer match
Comprehensive health benefits
Video cameras used during interviews and initial week of orientation