Manager Vendor Relationships - Pleasanton, CA

Be a part of our success story. Washington Mutual offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company. Through competitive salaries, outstanding benefits, internal advancement opportunities, and nationally recognized community involvement, you'll have the chance to create a career you can be proud of. Your success story starts here.

 

1. Technology including Business Continuity Plan

o Monitor vendor’s technology and system uptime 

? Track the uptime and downtime at the vendor and segregate the issues into WaMu owned and vendor owned, participate in the resolution process and analyze the root cause of the problem. Assess the impact and suggest the risk mitigation for future recurrence

? Maintain the downtime tracker and follow up with vendor on all the open trouble tickets for resolutions

? Forward on a monthly basis the downtime data segregated on the ownership

? Assess vendor on the Technology Infrastructure capacity, utilization and potential for growth

? Look into the Dialer specific areas including periodic audits to check compliance to FTC/FCC guidelines

o Change Management Control

? Generate monthly report on the status of Technology platforms in the industry

? Work with Telemarketing Management Services Project Managers and participate in new projects as a team member along with business stake holders to understand the technology platform required for the migration of process to vendor

? Take clear ownership in implementing the technology platform suitable for WaMu requirements and ensure that the project is migrated smoothly and on time

? Clearly identify the critical elements in the entire technology architecture and ensure sufficient monitoring controls are placed around the critical items.

o Business/Component Redundancy

? As a control measure, evaluate periodically vendor’s DR capability by either cold drill or a simulated exercise. Observe the short comings and work along with the vendor technology team to mitigate the risk

? Study the vendor’s Business Continuity Plan, redundancy, capacity and turnaround time for resuming the business

2. Security – Physical & Information Security

? Employee Security Checks

? Infrastructure, Environment and Logical Security review

? Study and suggest any physical and logical security shortcomings, compliance with Federal Regulations & WaMu Business requirements

? Penetration/Intrusion Detection/Vulnerability testing



 




 





Minimum Skills Required:

Around 8-10 years of  IT experience in the field of enterprise telecommunications,VoIP, dialer technology, IP data and Security is required. Should be conversant with the technologies used in Contact Centers.

 

Preferred but not Required:

Should have some project management and process modeling experience in the Business Processing Outsourcing space.

4 years Bachelors/Graduate Degree in Engineering

Industry recognized certifications for project management, security and ITIL processes for technology management. (PMP,CISSP & ITIL Certification). 
Washington Mutual is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the recruiter.