System Operations Manager – Principal

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

📋 Description

• Take ownership of the complete system availability, performance monitoring, and operational continuity for MMIS and associated enterprise services.

• Implement escalation procedures across L1–L5 tiers and lead root cause analyses for significant incidents.

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

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

• Guide initiatives related to cloud-readiness, refactoring, virtualization, platform reengineering, security, and disaster recovery.

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

• Lead the design and enhancement of ITSM processes utilizing the ITIL4 framework.

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

• Define and track KPIs and SLAs, manage second-level support, and coordinate L1 escalation workflows.

• Oversee annual disaster recovery drills and support yearly SOC audits.

• Direct technical planning for initiatives, migrations, upgrades, and risk mitigation strategies.

• Provide reporting on defects, changes, and weekly/monthly updates; engage in project governance, CAB, and readiness assessments.

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

• Communicate the impact during outages, escalations, and scheduled changes.

• Mentor and guide technical and operations personnel, maintain ownership maps, and foster cross-training and succession planning.

⛳️ Requirements

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

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

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

• Extensive knowledge of 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.

• A Master’s degree or PMP certification is preferred.

• Must be able to work remotely within the United States.

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

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Support for technical credentials and certifications.

• Generous and flexible vacation policy.

• Educational assistance programs.

• Leadership and technical development academies.

• 401(k) employer matching.

• Comprehensive health benefits.

• Video cameras are used during interviews and the initial week of orientation.