System Manager (Hybrid in Montgomery, AL)

• 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.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 7+ 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).
• Proven experience with ITIL practices and strong understanding of service management frameworks. ITIL v4 Certification or equivalent.
• Excellent leadership, communication, and stakeholder management skills.
• Strong understanding of system observability and proactive monitoring tools.
• Must be an Alabama resident.

• This is a full-time permanent regular salaried (W-2) employee position.

• Monday through Friday work schedule (40 hours per week).
• This is a hybrid position. Must be willing to travel into our Alabama office at the notice of leadership.
• 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. The use of A.I. during interviews is prohibited.
• We will accept applications on an ongoing basis until August 8, 2025.

Gainwell Technologies