Principal System Operations Manager

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Take full ownership of system availability, performance monitoring, and operational continuity.

• Establish escalation protocols across tiers L1–L5.

• Direct root cause analysis and implement permanent corrective actions for significant incidents.

• Oversee system updates, patches, troubleshooting, defect tracking, observability, and outage triage.

• Ensure compliance with HIPAA, state and federal regulations, and internal audit controls.

• Lead initiatives in cloud-readiness, refactoring, virtualization, platform reengineering, and modernization.

• Collaborate with architecture and engineering teams on SOA, DevOps, and enterprise integration methodologies.

• Enforce security measures, data protection, SOC audits, and disaster recovery planning.

• Coordinate the remediation of system security vulnerabilities.

• Spearhead ITSM process design and enhancement utilizing ITIL4.

• Manage Incident, Problem, Change, and Service Request Management processes.

• Oversee MIM reporting, KPIs, SLAs, second-level support, escalations, release support, DR exercises, and SOC audits.

• Lead technical planning for initiatives, migrations, upgrades, and risk mitigation efforts.

• Provide defect reporting and change requests; collaborate with PMO on reporting tasks.

• Engage in project governance, CAB, readiness assessments, and approvals for production deployment.

• Act as the main systems liaison to client leaders, representing systems in status meetings and steering committees.

• Collaborate with clients to address future needs and develop solution roadmaps.

• Deliver impact reporting during outages, escalations, and planned changes.

• Mentor and coach technical and operations personnel.

• Set objectives, drive performance feedback, maintain ownership maps, and encourage cross-training and succession planning.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.

• Master’s degree or PMP certification is preferred.

• Over 10 years of experience in IT systems engineering, operations, or infrastructure leadership.

• At least 5 years in technical and service delivery leadership roles.

• Strong expertise in ITIL4, ITSM, and technical project execution in complex, regulated environments.

• Familiarity with HIPAA, SOC, and enterprise compliance frameworks.

• Experience with Medicare MIS or healthcare platforms is preferred.

• Video cameras are required during all interviews and throughout the initial week of orientation.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Support for technical credentials and certifications.

• Generous and adaptable vacation policy.

• Educational assistance available.

• Access to leadership and technical development academies.

• 401(k) employer matching program.

• Comprehensive health benefits package.