Advisor, Systems Operations Manager (Remote in USA) (Any city, MO, US, 99999)

Summary

The Advisor, Systems Operations Manager will lead and oversee system operations, application environments, and service management for a large-scale Medicaid Management Information System (MMIS) program. The role involves close collaboration with district stakeholders, vendors, infrastructure teams, architects, and database administrators. The candidate will be accountable for system health, operational readiness, and service performance, ensuring all service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.

Your role in our mission

• Act as the primary point of contact between the district and external vendors for contract compliance and project execution.
• Manage system-related activities and proactively identify, report, and mitigate project risks.
• Ensure the successful build-out, configuration, and deployment of system applications across all environments (Development, SIT, UAT, Training, Production).
• Oversee application installation, configuration, and verification through smoke testing.
• Coordinate with stakeholders to develop ongoing Operations and Maintenance strategies.
• Collaborate with the infrastructure team to ensure system performance aligns with SLA/KPI targets.
• Partner with DBAs and architects to validate system configurations and database integrity.
• Direct DBA teams, assign priorities, and manage day-to-day operations related to system databases.
• Own and enforce service management processes, including Incident, Problem, Change Management, and Major Incident Management (MIM).
• Ensure clear escalation paths are followed from L1 through L5 with no gaps in accountability.
• Drive system observability and enable early issue detection and rapid response capabilities.
• Serve on the Account Leadership Team and participate in the Change Advisory Board (CAB).
• Assess operational readiness of all changes and exercise the authority to halt changes if needed.
• Maintain and enforce a comprehensive system/service ownership map, assigning clear primary and secondary owners.
• Lead efforts in root cause analysis (RCA) and ensure permanent corrective actions are implemented.
• Maintain close working relationships with GWT Tech Stack stakeholders, including CDL, Architects, IDLs, and ASOs.
• Ensure adherence to GWT tools, solutions, and service standards.
• Manage budgeted hours for system management and environment setups.
• Oversee business automation with the operations team, including nightly batch cycles.
• Represent system operations in client-facing discussions and serve as a backup to other System Managers as needed.

What we're looking for

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field. (Master’s or PMP preferred)
• 10+ years of experience in systems management, or IT operation roles. Experience working in public sector or Medicaid environments.
• Hands-on experience with large-scale enterprise systems (preferably MMIS or similar healthcare platforms). Strong understanding of system observability and proactive monitoring tools.
• Proven experience with ITSM, ITIL practices and strong understanding of service management frameworks. ITIL v4 Certification or equivalent.
• 5+ years in technical and service delivery leadership roles.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Opportunities to travel through your work (0-10%)
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• This is a remote position. For all remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. The use of AI during interviews is prohibited.
• The hiring process for this position requires 3-4 video interviews. This requires you to have a video-enabled device to join a live MS Teams meeting. Also, you will only be contacted if you are selected for an interview and due to application volume, there may be no update that will be available between interviews.
• We will accept applications for this position until June 8, 2026.