Advisor System Operations Manager (ASOM) - Remote in USA

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

The Advisor System Operations Manager (ASOM) is a senior technical and operational leader accountable for the architectural integrity, operational health, availability, modernization, and service delivery of all systems supporting the Alaska Medicaid Management Information System (MMIS) and related enterprise services. This role combines architecture governance, systems operations leadership, and IT service management accountability. As a core member of the account leadership team, the ASOM provides a 360‑degree view of the business and technical ecosystem, ensures production stability, drives continuous improvement, and serves as the final escalation point for non‑routine and complex system issues. This is not a traditional Project Manager or HR People Manager role. The ASOM is accountable for technical delivery excellence, ownership clarity, and cross‑functional execution across infrastructure, applications, vendors, and client stakeholders.

Your role in our mission

• Own end‑to‑end production health (availability, performance, continuity) across complex, to regulated healthcare systems.
• Serve as single technical authority and escalation owner, eliminating ownership gaps and enforcing clear L1–L5 support models.
• Lead P1/P2 incident response, RCA, and permanent fixes, significantly improving system stability and MTTR.
• Act as production gatekeeper and voting CAB member, ensuring safe releases and controlled change.
• Ensure continuous HIPAA, SOC, and regulatory compliance; maintained full audit and DR readiness.
• Own account‑level architecture across applications, data, integrations, and infrastructure.
• Lead architecture reviews, design approvals, and technical risk decisions.
• Define and execute the technical roadmap aligned to client priorities and Infrastructure Delivery Leadership.
• Drive modernization initiatives including cloud readiness, refactoring, automation, and platform re‑engineering.
• Introduce new patterns and future‑state solutions to support scalability and long‑term business outcomes.
• Lead ITIL 4–aligned ITSM processes: Incident, Problem, Change, and Service Request Management.
• Direct Major Incident Management (MIM), executive communications, and post‑incident accountability.
• Define and track SLAs, KPIs, and service quality metrics.
• Lead disaster recovery exercises and support SOC audits.
• Convert recurring issues into standardized, automated solutions.
• Primary systems liaison to client executives and internal delivery leadership.
• Represent systems in CABs, governance forums, and steering committees.
• Provide clear, decisive communication during outages, escalations, and major changes.
• Partner with clients to anticipate future needs and align technology with business goals.
• Mentor senior engineers and operations leaders; building a culture of accountability and ownership.
• Establish and maintain a clear ownership map for all systems and services.
• Drive cross‑training and succession planning to strengthen operational resilience.
• Technology used: interChange UI, CORE Services, Healthcare Portal,SQL Server, SSRS, SharePoint, BizTalk, EDI, MOVEit, EDMS (OnDemand), Verint, Workflow, Corticon, ClaimsXten, iC Services, TFS, Build Servers, ALM tools

What we’re looking for

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field
  (Master’s degree or PMP preferred)
• 10+ years of experience in IT systems engineering, operations, or infrastructure leadership
• 5+ years in senior technical or service delivery leadership roles
• Deep expertise in ITIL4, ITSM, systems operations, and architecture governance
• Experience in regulated environments (healthcare, Medicaid/Medicare Information Systems preferred)
• Strong knowledge of HIPAA, SOC, and compliance frameworks

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).
• Upward career advancement is possible and encouraged.
• 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.
• For all hybrid and 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.
• Applying does not gurantee an interview. The use of AI during interviews is prohibited.
• We will accept applications for this position until May 1, 2026.

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The pay range for this position is $84,800.00 - $121,100.00 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 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.