Remote Principal System Operations Lead

Gainwell Technologies; California; Remote; USD 113,000 - 162,000; Full time

Benefits offered by this job

401(k) employer match

Health benefits

Generous vacation policy

Educational assistance

Leadership and technical development

Job summary

Gainwell Technologies is hiring a Systems Operations Manager, Principal to lead the performance, availability, modernization, and delivery of MMIS systems. You will drive ITSM maturity, governance, and cross-functional coordination in a fully remote role within the United States.

The role demands 10+ years of IT leadership, ITIL4 expertise, and strong collaboration with client leaders. Expect frequent governance, risk mitigation, and continuous improvement initiatives across health IT

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred).
• 10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).
• 5+ years in technical and service delivery leadership roles.

Responsibilities

• Own end-to-end Gainwell system availability, performance monitoring, and operational continuity.
• 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.
• Understand 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).
• Participate 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.

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred)

Job description

Gainwell Technologies is hiring a Systems Operations Manager, Principal to lead the performance, availability, modernization, and delivery of MMIS systems. You will drive ITSM maturity, governance, and cross-functional coordination in a fully remote role within the United States.

The role demands 10+ years of IT leadership, ITIL4 expertise, and strong collaboration with client leaders. Expect frequent governance, risk mitigation, and continuous improvement initiatives across health IT