Job SummaryProvide first‑level support and coordination for services delivered by managed third‑party vendors, ensuring accurate ticket handling, timely escalation, and effective communication between internal teams and external providers.Key ResponsibilitiesAct as single point of contact for incidents and requests involving third‑party vendors RnLog, categorize, and prioritize tickets related to vendor‑supported services RnPerform initial triage andvalidation before vendor escalation RnCoordinate and track vendor escalations as per contracts and OLAs RnMonitor ticket progress and ensure timely updates and follow‑ups RnCommunicate status and resolutions to internal stakeholders and users RnValidate vendor resolutions against agreed SLAs and quality standards RnUpdate ticket notes, documentation,



and knowledge articles accurately RnIdentify recurring vendor issues and escalate trends to L2 / Vendor Management RnSupport SLA reporting by maintaining clean and accurate ticket dataSkill RequirementsBasic understanding of ITIL / Incident & Request Management RnFamiliarity with third‑party support models RnITSM tools experience (ServiceNow or equivalent) RnStrong communication and coordination skills RnAttention to detail and process adherenceOther RequirementsCustomer‑focused and service‑oriented mindset RnClear verbal and written communication RnAbility to follow defined escalation procedures RnTeam collaboration and ownership attitude

📌 Senior Engineer - Sip & Third Party Integration Tools (Bengaluru)
🏢 HCL
📍 Bengaluru