Job Summary

Provide 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 Responsibilities

Act as single point of contact for incidents and requests involving third‑party vendors\r\nLog, categorize, and prioritize tickets related to vendor‑supported services\r\nPerform initial triage and validation before vendor escalation\r\nCoordinate and track vendor escalations as per contracts and OLAs\r\nMonitor ticket progress and ensure timely updates and follow‑ups\r\nCommunicate status and resolutions to internal stakeholders and users\r\nValidate vendor resolutions against agreed SLAs and quality standards\r\nUpdate ticket notes, documentation, and knowledge articles accurately\r\nIdentify recurring vendor issues and escalate trends to L2 / Vendor Management\r\nSupport SLA reporting by maintaining clean and accurate ticket data

Skill Requirements

Basic understanding of ITIL / Incident & Request Management\r\nFamiliarity with third‑party support models\r\nITSM tools experience (ServiceNow or equivalent)\r\nStrong communication and coordination skills\r\nAttention to detail and process adherence

Other Requirements

Customer‑focused and service‑oriented mindset\r\nClear verbal and written communication\r\nAbility to follow defined escalation procedures\r\nTeam collaboration and ownership attitude