Principal, System Operations Manager

Summary

The Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of all systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations.

As a core member of the account leadership team, the Systems Manager owns system health, enforces escalation and ownership protocols, and ensures all systems and services are optimized, secure, and aligned with contractual and business outcomes. This role is not a traditional Project Manager or HR People Manager, but is accountable for the systems team’s technical delivery, excellence, and cross-functional coordination.

Your role in our mission

1) Operational Oversight & Systems Health

• Own end-to-end Gainwell system availability, performance monitoring, and operational continuity.
• Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps.
• Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1 / P2).
• Maximize system updates, patches, and troubleshooting efforts.
• Responsible for defect tracking (PROD and non-PROD).
• Ensure system observability and lead rapid triage during outages or degradation events.
• Maintain operational compliance with HIPAA, state / federal policies, and internal audit controls.

2) Technical Architecture & Modernization

3) ITSM & Service Delivery

4) Driving Delivery Excellence

5) Stakeholder & Client Engagement

6) Influencing Leadership & CSI Development

What were looking for

What you should expect in this role

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The pay range for this position is $105,900.00 - $151,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.