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.
- Robust 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

📌 IT Vendor Management (Mumbai)
🏢 CIEL HR
📍 Mumbai