Remote - Systems Operations Manager with MMIS, ITSM

Role: Systems Operations ManagerLocation: RemoteDuration: 9 MonthsAs 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.Roles and ResponsibilitiesOwn end-to-end 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).Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls.Guide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering.Collaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices.Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework.Supervise Incident, Problem, Change, and Service Request Management across all 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 workflowsLead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts.Work closely with PMO for weekly/monthly reporting.Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating ingovernance and planning meetings.Represent systems at weekly status meetings, steering committees, and delivery reviews.Provide clear communication and detailed impact reporting during outages, escalations, andplanned changes.Lead and coach technical and operations staff across multiple delivery areas.Qualifications & Experience:Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred).10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).5+ years in technical and service delivery leadership roles.Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments.Knowledge of HIPAA, SOC, and enterprise compliance frameworks.