IT Vendor Management

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