ROLE OVERVIEW
As a VMO Intake & Triage Analyst, you will serve as the primary point of contact for the Vendor Management Office, playing a critical role in streamlining our request handling processes. You will manage the central intake channel, ensuring all inquiries are promptly acknowledged and accurately categorized. By leveraging our internal knowledge base, you will resolve routine queries directly, route complex requests to the appropriate subject matter experts, and manage escalations to ensure timely and effective resolution. Success in this role requires strong analytical judgment, a proactive approach to process optimization, and the ability to provide explicit, actionable guidance to stakeholders. You will also take ownership of our knowledge base, ensuring it remains an up-to-date and reliable resource, and contribute to continuous improvement initiatives by identifying service trends and opportunities to reduce friction in our intake workflows.
KEY RESPONSIBILITIES
1. Intake Mailbox Management




Own and monitor the vendor management intake mailbox and group alias throughout the shift, so no request sits unread.
Acknowledge incoming requests within the agreed response window and set expectations on what happens next.
Categorise and log every request so volume, type and ageing can be reported accurately.
Identify and protect sensitive content, moving anything containing confidential commercial or personal data onto the appropriate restricted channel.
Keep the mailbox clean — no aged, unowned or silently closed threads.
2. Triage & Routing
Triage each incoming request against the knowledge base and direct the requester to the correct resolution path.
Resolve directly where a documented answer exists, rather than forwarding a question that already has an answer.
Route to the correct owning team where the request needs specialist handling, with enough context that the receiving team does not have to re-ask.
Recognise the request types that must not be handled in

📌 VMO Intake (Hyderabad)
🏢 Astreya
📍 Hyderabad