System Operations Manager – Principal

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

📋 Description

• Take responsibility for comprehensive system availability, performance oversight, and operational continuity.

• Implement escalation protocols across L1–L5 tiers.

• Spearhead root cause analysis and establish permanent corrective measures for significant incidents.

• Optimize system updates, patches, and troubleshooting initiatives.

• Monitor both production and non-production defects.

• Ensure system observability and direct outage triage processes.

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

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

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

• Enforce security measures, data protection protocols, conduct SOC audits, and develop disaster recovery strategies.

• Coordinate the remediation of security vulnerabilities.

• Oversee ITSM process design and foster continuous improvement in line with ITIL4 standards.

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

• Own KPIs and SLAs, driving enhancements in service quality.

• Manage second-level support teams and liaise with L1 service providers.

• Assist with releases, annual disaster recovery drills, and SOC audits.

• Lead technical planning for projects, migrations, upgrades, and risk management efforts.

• Provide governance reporting on defects, changes, and projects.

• Engage in CAB and production-readiness evaluations.

• Serve as the primary systems liaison for client leaders and represent systems in governance meetings.

• Collaborate with clients to understand future requirements and develop solution roadmaps.

• Communicate impacts during outages, escalations, and scheduled changes.

• Mentor and coach technical and operations personnel.

• Establish objectives, facilitate performance feedback, and promote accountability and learning.

• Maintain a comprehensive ownership map and advocate for cross-training, succession planning, and bench-strength development.

⛳️ Requirements

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

• A 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 positions.

• Profound knowledge of ITIL4, ITSM, and the execution of technical projects within complex, regulated settings.

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

• Willingness to maintain a flexible schedule to meet business demands and travel as necessary.

• Video cameras are required to be used 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 provided.

• Programs for leadership and technical development.

• Opportunities for work-related travel (0-10%).

• 401(k) employer matching.

• Comprehensive health benefits available.

• Commitment to equal opportunity employment.