IT Vendor Management

Ciel HR; Mumbai; Presencial; INR 420.000 - 660.000; Jornada completa

Descripción de la vacante

Ciel HR in Mumbai seeks an IT Vendor Management L1 to manage day-to-day vendor coordination, monitor SLAs, and document service activities. The role involves tracking incidents, service requests, and vendor performance, ensuring timely closures, and collaborating with Service Desk, Network, Security, and Procurement teams.

The ideal candidate will have strong communication, basic IT infrastructure knowledge, and experience in incident management and reporting.

Formación

• 1–3 years of experience in IT Vendor Management, IT Coordination, IT Service Management, or IT Operations.
• Basic understanding of IT infrastructure and IT support services.
• Good knowledge of Incident, Request, Change, and Escalation Management.
• Understanding of SLA, TAT, KPI, and vendor performance tracking.
• Proficiency in MS Excel and PowerPoint.
• Experience in preparing MIS reports and operational trackers.

Responsabilidades

• Coordinate with IT vendors, service providers, and internal IT teams for day-to-day service requirements.
• Track and follow up on IT incidents, service requests, escalations, and pending activities with vendors.
• Monitor vendor performance against defined SLA, response time, and resolution timelines.
• Ensure timely closure of vendor-related tickets and follow up on overdue cases.
• Maintain a tracker of open tickets, incidents, service requests, escalations, and vendor commitments.
• Coordinate with vendors for hardware/software support, AMC-related activities, replacements, repairs, and other IT services.
• Escalate SLA breaches and unresolved issues to the appropriate internal stakeholders and vendor SPOCs.
• Prepare regular vendor performance reports, MIS, dashboards, and status updates.
• Maintain vendor-related documentation, contracts, contact details, escalation matrices, and service records.
• Coordinate with vendors during planned maintenance, upgrades, site visits, and implementation activities.
• Follow up for RCA and corrective actions for recurring or critical incidents.
• Assist in vendor onboarding, offboarding, access coordination, and documentation as required.
• Coordinate with internal teams such as Service Desk, Network, Security, Infrastructure, Applications, and Procurement for vendor-related activities.
• Ensure proper communication and closure of vendor activities within agreed timelines.
• Support audits by maintaining accurate vendor records and service documentation.

Conocimientos

Vendor Management

IT Coordination

IT Service Management

IT Operations

SLA tracking

Documentation

Communication

Herramientas

MS Excel

PowerPoint

ServiceNow

BMC Remedy

Jira Service Management

Descripción del empleo

Role & responsibilities

We are looking for an IT Vendor Management L1 professional to support day-to-day coordination with IT vendors and ensure timely delivery of services as per agreed SLAs. The role will involve vendor coordination, ticket and incident follow-up, SLA monitoring, documentation, reporting, and coordination with internal IT teams.

The ideal candidate should have good communication and coordination skills, basic understanding of IT infrastructure/services, and the ability to follow up effectively with multiple vendors and stakeholders.

Key Responsibilities

• Coordinate with IT vendors, service providers, and internal IT teams for day-to-day service requirements.
• Track and follow up on IT incidents, service requests, escalations, and pending activities with vendors.
• Monitor vendor performance against defined SLA, response time, and resolution timelines.
• Ensure timely closure of vendor-related tickets and follow up on overdue cases.
• Maintain a tracker of open tickets, incidents, service requests, escalations, and vendor commitments.
• Coordinate with vendors for hardware/software support, AMC-related activities, replacements, repairs, and other IT services.
• Escalate SLA breaches and unresolved issues to the appropriate internal stakeholders and vendor SPOCs.
• Prepare regular vendor performance reports, MIS, dashboards, and status updates.
• Maintain vendor-related documentation, contracts, contact details, escalation matrices, and service records.
• Coordinate with vendors during planned maintenance, upgrades, site visits, and implementation activities.
• Follow up for RCA (Root Cause Analysis) and corrective actions for recurring or critical incidents.
• Assist in vendor onboarding, offboarding, access coordination, and documentation as required.
• Coordinate with internal teams such as Service Desk, Network, Security, Infrastructure, Applications, and Procurement for vendor-related activities.
• Ensure proper communication and closure of vendor activities within agreed timelines.
• Support audits by maintaining accurate vendor records and service documentation.

Required Skills

• 1–3 years of experience in IT Vendor Management, IT Coordination, IT Service Management, or IT Operations.
• Basic understanding of IT infrastructure and IT support services.
• Good knowledge of Incident, Request, Change, and Escalation Management.
• Understanding of SLA, TAT, KPI, and vendor performance tracking.
• Good working knowledge of MS Excel and PowerPoint.
• Experience in preparing MIS reports and operational trackers.
• Strong follow-up and coordination skills.
• Good written and verbal communication skills.
• Ability to coordinate with multiple vendors and internal stakeholders.
• Good organizational and documentation skills.

Good to Have

• Knowledge of ITIL / ITSM processes.
• Experience working with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Exposure to IT infrastructure domains such as Network, Data Center, End User Computing, Cloud, Security, Hardware, or Software.
• Basic understanding of vendor contracts, AMC/ATS, and service agreements.

Key Performance Areas

• Timely follow-up and closure of vendor tickets.
• Compliance with agreed SLA/TAT.
• Accurate vendor and ticket documentation.
• Effective coordination and escalation.
• Timely submission of MIS and vendor performance reports.
• Reduction of pending/overdue vendor activities.

Preferred candidate profile