Systems Operations Manager

Role Overview

The Systems Operations Manager is responsible for overseeing system administration, production support, and operational activities for enterprise platforms including the Data Operations Hub, Member Management System, Atlassian Suite, and other supporting systems. This role ensures operational stability, vendor coordination, security compliance, and effective team performance while supporting agency-wide objectives.

Key Responsibilities / Daily Duties

• Oversee and perform systems administration and support activities for the Data Operations Hub, Member Management System, Atlassian Suite, and other supporting systems.
• Coordinate and communicate with vendors, Office of Cyber Security, Enterprise Architecture, and other internal and external stakeholders.
• Lead and manage operational teams responsible for Production Support, Helpdesk, Interface Support, and other operational functions.
• Build, maintain, and motivate a diverse team to accomplish mission-critical operational objectives.
• Identify, analyze, and mitigate operational issues; ensure all decisions and actions are well documented.
• Handle internal and external escalations, ensuring timely and effective resolution; communicate issues and outcomes to appropriate stakeholders.
• Ensure work is assigned appropriately and escalations are resolved within defined timelines.
• Ensure compliance with security and regulatory requirements (CMS, SSA, etc.).
• Serve as Subject Matter Expert (SME) for system operations during audits, security reviews, and testing.
• Work with contract monitors to establish, track, and enforce Service Level Agreements (SLAs).
• Respond promptly to operational inquiries and ensure data operations support agency needs.
• Promote workforce engagement and maintain a safe, professional, and productive work environment.
• Monitor product, support, and maintenance licensing; coordinate with contract monitors and Bureau Chief to procure and maintain required licenses.
• Ensure licensing, infrastructure, and vendor support needs are met.
• Implement and monitor operational processes including change management, release management, and incident management.
• Enforce Standard Operating Procedures (SOPs) and alert teams when practices deviate from defined processes.
• Identify opportunities to streamline system usage and reduce operational costs.
• Produce dashboards, metrics, and reports to communicate system health, performance, and operational status to leadership.

Required Skills (Ranked by Importance)

1. 3+ years of experience managing system operations and/or administrative functions.
2. 3+ years of project management experience supporting system operations and/or administrative functions.
3. Ability to provide incident management support, including on-call and after-hours coverage.
4. Experience managing external vendors and service providers.
5. Experience managing a ticketing system for application or operational support.

Preferred Skills (Ranked by Importance)

1. Prior experience managing operations for Medicaid Enterprise systems.
2. Proven ability to manage work and provide guidance to staff.
3. Experience preparing reports and delivering presentations to leadership.
4. AWS Cloud certifications.
5. Atlassian Suite administration experience.

Additional Skills & Knowledge

• Knowledge of mission, programs, and objectives of the client.
• Ability to manage and guide both technical and operational staff.
• Understanding of the System Development Life Cycle (SDLC).