Job Summary:
The Systems 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.
Key Responsibilities:
System Management
- 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.
Infrastructure & Application Oversight
- 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.
Service & Operations Management
- 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.
Governance & Ownership
- 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.
Budgeting & Resource Management
- Manage budgeted hours for system management and environment setups.
- Oversee business automation with the operations team, including nightly batch cycles.
Client & Leadership Engagement
- Represent system operations in client-facing discussions and serve as a backup to other System Managers as needed.
Qualifications:
Required:
- Bachelor’s degree in information technology, Computer Science, or related field.
- 7+ years of experience in systems management, IT operations, or infrastructure leadership roles.
- Hands-on experience with large-scale enterprise systems (preferably MMIS or similar healthcare platforms).
- Proven experience with ITIL practices and strong understanding of service management frameworks.
- Excellent leadership, communication, and stakeholder management skills.
- Strong understanding of system observability and proactive monitoring tools.
Preferred:
- ITIL v4 Certification or equivalent.
- Experience working in the public sector or Medicaid environments.
- Familiarity with GWT Tech Stack.