System Operations Manager

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

📋 Description

• Take charge of the complete Gainwell system's availability, performance monitoring, and operational continuity.

• Implement established escalation procedures across L1–L5 levels.

• Spearhead Root Cause Analysis (RCA) and apply lasting corrective measures for all significant incidents (P1/P2).

• Oversee defect tracking for both production and non-production environments.

• Ensure system observability and facilitate swift triage during outages or performance degradation.

• Uphold operational compliance with HIPAA, federal and state regulations, and internal audit standards.

• Lead initiatives for infrastructure modernization.

• Direct the design, implementation, and ongoing enhancement of IT Service Management (ITSM) processes.

• Manage Incident, Problem, Change, and Service Request Management across all system tiers.

• Supervise second-level support teams.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline (Master’s degree or PMP certification preferred).

• Over 10 years of experience in IT systems engineering, operations, or infrastructure leadership (preferably with Medicare MIS or healthcare platform experience).

• More than 5 years in leadership roles focused on technical and service delivery.

• In-depth knowledge of ITIL4, ITSM, and executing technical projects in complex, regulated settings.

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

🏝️ Benefits

• Generous and flexible vacation policy.

• Educational assistance.

• Comprehensive health benefits.

• Leadership and technical development academies.