... 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 ...
... 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 ...
Understand incident, Request, Change, and problem management process * Must be able to make process improvement recommendations Essential Skills & Responsibilities * Service-Oriented- Has a mindset ...
Understand incident, Request, Change, and problem management process * Must be able to make process improvement recommendations Essential Skills & Responsibilities * Service-Oriented- Has a mindset ...
... management Well versed with Incident, Problem and Change Management ITIL processes Should be able to use Remedy Ticketing system and manage queues Hands on experience in MDM applications IT ...
... management Well versed with Incident, Problem and Change Management ITIL processes Should be able to use Remedy Ticketing system and manage queues Hands on experience in MDM applications IT ...
Understand and abide by Incident, Problem and Change management processes and procedures. * Interact with vendors, peers, and contractors to ensure secure, reliable systems implementations and ...
Understand and abide by Incident, Problem and Change management processes and procedures. * Interact with vendors, peers, and contractors to ensure secure, reliable systems implementations and ...
Network Engineer III
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Network Engineer III
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Network Engineer III
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Quick apply
Network Engineer III
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Feets Specialist
Sparks, NV · On-site
SLA Management including Incident, problem, Configuration, Service request etc. * Daily review with the Country Managers * Periodic reviews with Customer and Vendors * MIS and Reporting Other Skills ...
Quick apply
Apply Early
Feets Specialist
Sparks, NV · On-site
SLA Management including Incident, problem, Configuration, Service request etc. * Daily review with the Country Managers * Periodic reviews with Customer and Vendors * MIS and Reporting Other Skills ...
Apply Early
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Oversee incident and problem management to minimize downtime and ensure timely resolution. * Drive continuous improvement initiatives that optimize workflows and elevate the guest experience.
Quick apply
Apply Early
Oversee incident and problem management to minimize downtime and ensure timely resolution. * Drive continuous improvement initiatives that optimize workflows and elevate the guest experience.
Apply Early
Oversee incident and problem management to minimize downtime and ensure timely resolution. * Drive continuous improvement initiatives that optimize workflows and elevate the guest experience.
Oversee incident and problem management to minimize downtime and ensure timely resolution. * Drive continuous improvement initiatives that optimize workflows and elevate the guest experience.
Network Engineer II
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysisand develop corrective action plans for service disruptions. * Help build ...
Network Engineer II
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysisand develop corrective action plans for service disruptions. * Help build ...
Senior Cloud Engineer
Las Vegas, NV · On-site
$105K - $131K/yr
Advanced knowledge and experience with troubleshooting Line-of-Business applications, Incident, Problem and Change Management * Excellent verbal, written and executive presentation skills * Ability ...
Senior Cloud Engineer
Las Vegas, NV · On-site
$105K - $131K/yr
Advanced knowledge and experience with troubleshooting Line-of-Business applications, Incident, Problem and Change Management * Excellent verbal, written and executive presentation skills * Ability ...
Network Engineer II
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Quick apply
Apply Early
Network Engineer II
Jean, NV · On-site
Follow Incident, Problem, and Change Management practices to support operational excellence. * Perform root cause analysis and develop corrective action plans for service disruptions. * Help build ...
Apply Early
Data Center Manager (Night Shift)
Sparks, NV · On-site
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Data Center Manager (Night Shift)
Sparks, NV · On-site
$170K/yr
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
... incident management, problem management, change management, capacity management, etc. This role supports data centers in various operational stages. The position may be assigned to a facility still ...
Incident Problem Manager information
How does an Incident Problem Manager typically collaborate with technical and non-technical teams during major incidents?
Incident Problem Managers play a critical role in bridging communication between technical teams (like IT support, network engineers, or developers) and non-technical stakeholders (such as business unit leaders or customer service). During major incidents, they coordinate response efforts, facilitate status updates, and ensure all parties are aligned on next steps and remediation plans. Effective collaboration involves translating complex technical issues into clear, actionable information for non-technical audiences, managing expectations, and driving post-incident reviews to prevent recurrence. This cross-functional coordination is essential for minimizing business impact and ensuring swift resolution.
What is the difference between Incident Problem Manager vs Incident Coordinator?
| Aspect | Incident Problem Manager | Incident Coordinator |
|---|---|---|
| Primary Role | Manages the lifecycle of incidents and problems to minimize impact and prevent recurrence | Coordinates incident response activities, ensuring timely resolution and communication |
| Certifications | ITIL Foundation, Problem Management certifications | ITIL Foundation, Incident Management certifications |
| Work Environment | Typically in IT service management teams, focusing on problem analysis | Operational teams, focusing on incident handling and communication |
While both roles are involved in incident management, the Incident Problem Manager focuses on identifying root causes and preventing future issues, whereas the Incident Coordinator handles day-to-day incident response and communication. Both roles are essential for effective IT service delivery but differ in scope and responsibilities.
What does an Incident Problem Manager do?
An Incident Problem Manager is responsible for overseeing the process of identifying, investigating, and resolving incidents and underlying problems within an organization's IT systems. They work to minimize the impact of disruptions, coordinate responses to incidents, and analyze root causes to prevent future occurrences. This role often involves collaborating with technical teams, managing communication with stakeholders, and ensuring that procedures are followed according to IT service management frameworks like ITIL. Their goal is to improve IT service reliability and reduce downtime for the business.
What are the key skills and qualifications needed to thrive as an Incident Problem Manager, and why are they important?
To thrive as an Incident Problem Manager, you need strong analytical skills, IT service management knowledge, and experience with incident and problem resolution processes, often supported by ITIL certification. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional communication, leadership, and critical thinking abilities enable effective coordination and root-cause analysis across teams. These skills are crucial to minimizing downtime, ensuring service continuity, and driving long-term improvements in IT operations.
What are popular job titles related to Incident Problem Manager jobs in Nevada? For Incident Problem Manager jobs in Nevada, the most frequently searched job titles are:
What job categories do people searching Incident Problem Manager jobs in Nevada look for? The top searched job categories for Incident Problem Manager jobs in Nevada are:
What cities in Nevada are hiring for Incident Problem Manager jobs? Cities in Nevada with the most Incident Problem Manager job openings:
Other
Medical, Life, Retirement, PTO
Posted 18 days ago
Gainwell Technologies rating
7.7
Based on 72 frontline employees who took The Breakroom Quiz
115th of 202 rated software companies
Job description
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 Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of all systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations.
As 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.
Your role in our mission
1) Operational Oversight & Systems Health
- Own end-to-end Gainwell 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).
- Ensure system observability and lead rapid triage during outages or degradation events.
- Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls.
2) Technical Architecture & Modernization
- 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.
- Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution.
- Coordinate with teams to remediate Security Vulnerabilities across systems.
- Champion technical innovation and recommend solutions to increase scalability, security, and automation.
3) ITSM & Service Delivery
- 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 workflows.
-Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines.
-Oversee annual DR exercise.
-Support annual SOC audit.
4) Driving Delivery Excellence
- Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts. change to reflect partnership with Arch...
-Understands Gainwell Technologies Policies and Procedures.
-Provide weekly defect reporting and change requests.
-Work closely with PMO for weekly/monthly reporting.
- Participate in project governance, CAB, and readiness assessments for production deployment approvals.
- Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives.
5) Stakeholder & Client Engagement
- Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings.
- Represent systems at weekly status meetings, steering committees, and delivery reviews.
- Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships.
- Provide clear communication and detailed impact reporting during outages, escalations, and planned changes.
6) Influencing Leadership & CSI Development
- Lead and coach technical and operations staff across multiple delivery areas.
- Set aligned objectives, drive performance feedback, and promote a culture of accountability and learning.
- Maintain an Ownership Map-ensuring every service/system has clearly defined primary and secondary owners.
- Encourage cross-training, succession planning, and bench strength development.
What were looking for
- 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.
What you should expect in this role
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.
Summary
The Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of all systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations.
As 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.
Your role in our mission
1) Operational Oversight & Systems Health
- Own end-to-end Gainwell 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).
- Ensure system observability and lead rapid triage during outages or degradation events.
- Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls.
2) Technical Architecture & Modernization
- 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.
- Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution.
- Coordinate with teams to remediate Security Vulnerabilities across systems.
- Champion technical innovation and recommend solutions to increase scalability, security, and automation.
3) ITSM & Service Delivery
- 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 workflows.
-Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines.
-Oversee annual DR exercise.
-Support annual SOC audit.
4) Driving Delivery Excellence
- Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts. change to reflect partnership with Arch...
-Understands Gainwell Technologies Policies and Procedures.
-Provide weekly defect reporting and change requests.
-Work closely with PMO for weekly/monthly reporting.
- Participate in project governance, CAB, and readiness assessments for production deployment approvals.
- Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives.
5) Stakeholder & Client Engagement
- Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings.
- Represent systems at weekly status meetings, steering committees, and delivery reviews.
- Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships.
- Provide clear communication and detailed impact reporting during outages, escalations, and planned changes.
6) Influencing Leadership & CSI Development
- Lead and coach technical and operations staff across multiple delivery areas.
- Set aligned objectives, drive performance feedback, and promote a culture of accountability and learning.
- Maintain an Ownership Map-ensuring every service/system has clearly defined primary and secondary owners.
- Encourage cross-training, succession planning, and bench strength development.
What were looking for
- 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.
What you should expect in this role
- United States remote opportunity
- Video cameras must be used during all interviews, as well as during the initial week of orientation
- The Deadline to submit applications for this posting is July 24, 2026
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.
What Gainwell Technologies employees say
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Hours and flexibility
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About Gainwell Technologies
Sourced by ZipRecruiter
With Health and Cost outcomes that pierce Inequities and Impact Economies, the success of our Nation’s Federal Medicaid program is inextricably tied to the Prosperity of Communities, States and the Nation as a whole. We think that deserves Respect and a Commitment from Innovators who can help those who operate within and around health and human services evolve to meet their goals. At Gainwell, that’s our Sole focus. Built across more than Five Decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet Agencies, Health plans and MCOs where they are on their modernization journeys and propel them into the future of Healthcare. Equally important to our Expanding Technologies and Results. We bring ideas that bring policies to life.
Industry
Health care and social assistance
Company size
10,000+ Employees
Headquarters location
Irving, TX, US