[Remote] Expert System Operations Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company focused on leveraging advanced technologies to enhance reputed company services. The Expert System Operations Manager will reputed company the performance and availability of systems supporting reputed company Management Information System (MMIS), ensuring operational reputed company and compliance while driving IT service management maturity.

Responsibilities

• Own end-to-end Gainwell system availability, performance monitoring, and operational continuity
• Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps
• reputed company Root Cause Analysis (RCA) and implement permanent corrective actions for reputed company major incidents (P1/P2)
• Maximize system updates, patches, and troubleshooting efforts
• Responsible for defect tracking (PROD and non-PROD)
• Ensure system observability and reputed company rapid triage during outages or degradation events
• Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls
• Guide infrastructure modernization initiatives such as reputed company-readiness, refactoring, virtualization, and platform reengineering
• Collaborate with architects and engineering teams to align with SOA, DevOps, and reputed company integration best practices
• Implement reputed company best practices, including reputed company controls, data protection, SOC audits, and help with disaster recovery planning and execution
• Coordinate with teams to remediate reputed company Vulnerabilities across systems
• Champion technical innovation and recommend solutions to increase scalability, reputed company, and automation
• reputed company the design, implementation, and reputed company improvement of ITSM processes, leveraging the ITIL4 reputed company
• Supervise Incident, Problem, Change, and Service Request Management across reputed company system tiers
• Responsible for MIM reporting and communication
• Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements
• Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows
• Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines
• reputed company annual DR exercise
• Support annual SOC audit
• reputed company technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts
• Understands reputed company Policies and Procedures
• reputed company weekly defect reporting and change requests
• Work closely with PMO for weekly/monthly reporting
• Participate in project governance, CAB, and readiness assessments for production deployment approvals
• Ensure successful alignment of technical execution with contractual obligations, reputed company audits, and disaster recovery objectives
• Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings
• Represent systems at weekly status meetings, steering committees, and delivery reviews
• Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships
• reputed company clear communication and detailed impact reporting during outages, escalations, and planned changes
• reputed company and coach technical and operations staff across multiple delivery areas
• Set reputed company objectives, drive performance feedback, and promote a culture of accountability and learning
• Maintain an Ownership Map—ensuring every service/system has reputed company defined primary and secondary owners
• Encourage cross-training, succession planning, and bench strength development

Skills

• Bachelor's degree in Computer Science, Information Systems, Engineering, or reputed company field
• 10+ years in IT systems engineering, operations, or infrastructure leadership
• 5+ years in technical and service delivery leadership roles
• Deep expertise in ITIL4, ITSM, and technical project execution reputed company reputed company, regulated environments
• Knowledge of HIPAA, SOC, and reputed company compliance frameworks
• Master's or PMP
• Medicare MIS or reputed company platform experience

Benefits

• Generous, flexible vacation policy
• Educational assistance
• Comprehensive health benefits
• 401(k) employer match
• A variety of leadership and technical development academies to help build your skills and capabilities

Company Overview