{"id":3078956,"url":"https://alion.io/job/gainwell-technologies-principal-system-operations-manager","title":"Principal, System Operations Manager","company":{"id":7103,"name":"Gainwell Technologies","domain":"gainwelltechnologies.com","url":"https://alion.io/company/gainwell-technologies","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":99000,"max":141400,"currency":"USD","period":"year","gross":null,"usd_annual":141400},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"HIPAA","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-22T11:32:11Z","employer_posted_date":null,"last_verified_at":"2026-10-22T11:32:11Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"This a Full Remote job, the offer is available from: United States, Kansas (USA)\nBe part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.\nSummary\nThe Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of all systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations.\nAs a core member of the account leadership team, the Systems Manager owns system health, enforces escalation and ownership protocols, and ensures all systems and services are optimized, secure, and aligned with contractual and business outcomes. This role is not a traditional Project Manager or HR People Manager, but is accountable for the systems team’s technical delivery, excellence, and cross-functional coordination.\nYour role in our mission\n1) Operational Oversight & Systems Health\nOwn end-to-end Gainwell system availability, performance monitoring, and operational continuity.\nEnforce defined escalation paths across L1-L5 tiers, ensuring no ownership gaps.\nLead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2).\nMaximize system updates, patches, and troubleshooting efforts.\nResponsible for defect tracking (PROD and non-PROD).\nEnsure system observability and lead rapid triage during outages or degradation events.\nMaintain operational compliance with HIPAA, state/federal policies, and internal audit controls.\n2) Technical Architecture & Modernization\nGuide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering.\nCollaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices.\nImplement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution.\nCoordinate with teams to remediate Security Vulnerabilities across systems.\nChampion technical innovation and recommend solutions to increase scalability, security, and automation.\n3) ITSM & Service Delivery\nLead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework.\nSupervise Incident, Problem, Change, and Service Request Management across all system tiers.\nResponsible for MIM reporting and communication.\nOwn, define and monitor KPIs and SLAs for service quality, proactively driving improvements.\nManage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows.\nPromote support to Release team for successful releases to build on project deliverables and compliance to client timelines.\nOversee annual DR exercise.\nSupport annual SOC audit.\n4) Driving Delivery Excellence\nLead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts. change to reflect partnership with Arch…\nUnderstands Gainwell Technologies Policies and Procedures.\nProvide weekly defect reporting and change requests.\nWork closely with PMO for weekly/monthly reporting.\nParticipate in project governance, CAB, and readiness assessments for production deployment approvals.\nEnsure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives.\n5) Stakeholder & Client Engagement\nAct as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings.\nRepresent systems at weekly status meetings, steering committees, and delivery reviews.\nPartner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships.\nProvide clear communication and detailed impact reporting during outages, escalations, and planned changes.\n6) Influencing Leadership & CSI Development\nLead and coach technical and operations staff across multiple delivery areas.\nSet aligned objectives, drive performance feedback, and promote a culture of accountability and learning.\nMaintain an Ownership Map-ensuring every service/system has clearly defined primary and secondary owners.\nEncourage cross-training, succession planning, and bench strength development.\nWhat we're looking for\nBachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred).\n10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).\n5+ years in technical and service delivery leadership roles.\nDeep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments.\nKnowledge of HIPAA, SOC, and enterprise compliance frameworks.\nWhat you should expect in this role\nUnited States remote opportunity\nVideo cameras must be used during all interviews, as well as during the initial week of orientation\nThe pay range for this position is $99,000.00 - $141,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a \n401(k) employer match, comprehensive health benefits\n, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.\nWe believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.\nGainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.","description_format":"text","description_chars":7446,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible vacation policy","Life insurance","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-22T11:32:11Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":141400,"is_top_pay":true},"html_url":"https://alion.io/job/gainwell-technologies-principal-system-operations-manager","json_url":"https://alion.io/job/gainwell-technologies-principal-system-operations-manager.json","meta":{"generated_at":"2026-10-25T13:46:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19672,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7103},"rest":"https://alion.io/mcp/rest/get_company?id=7103"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgainwell-technologies-principal-system-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgainwell-technologies-principal-system-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgainwell-technologies-principal-system-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gainwell-technologies-principal-system-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgainwell-technologies-principal-system-operations-manager"}]}