Vendor Review Management – Key Areas
Relationship Summary and Key Updates High-level summary of the partnership Major events/changes since last quarter Organizational or leadership changes Escalation Matrix
Performance Review

a. SLA and KPI Analysis
Service uptime and availability Response and resolution times Quality metrics (accuracy, error rates, defects) TAT adherence for deliverables Outages/Operational Risk Events – Major/Minor Resources deployed (by tower, by skill levels (L1, L2, L3), Actual vs PO)

b. Volume and Usage Trends
Transaction volumes/TPS/Utilization Support tickets (with ageing and top ticket category analysis) Consumption vs forecast
Risk, Compliance and Security Review Regulatory compliance updates (RBI, NPCI, PCI-DSS, etc.)



Data privacy adherence Information security posture Outstanding audit findings Business Continuity and Disaster Recovery Third-party Risk Assessment updates
Financial Review Spend vs forecast Pending Invoice payments (with ageing) Cost optimization opportunities
Innovation and Continuous Improvement Recent capabilities, product roadmap, and enhancements Automation or efficiency prospects/AI adoption Industry best practices Potential POCs or pilots
Issue Log Review and Action Progress Review of open issues/risks Status of previous action items Escalations and resolutions
Strategic Alignment and Future Planning Upcoming initiatives and projects Release Calendar Capacity planning Demand forecasts Contractual considerations (renewals, adjustments)

📌 Senior Specialist Ccs And Voice Mumbai
🏢 Yes Bank
📍 Mumbai