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.
Act as single point of contact for incidents and requests involving third‑party vendorsrnLog, categorize, and prioritize tickets related to vendor‑supported servicesrnPerform initial triage and validation before vendor escalationrnCoordinate and track vendor escalations as per contracts and OLAsrnMonitor ticket progress and ensure timely updates and follow‑upsrnCommunicate status and resolutions to internal stakeholders and usersrnValidate vendor resolutions against agreed SLAs and quality standardsrnUpdate ticket notes, documentation, and knowledge articles accuratelyrnIdentify recurring vendor issues and escalate trends to L2 / Vendor ManagementrnSupport SLA reporting by maintaining clean and accurate ticket data
Basic understanding of ITIL / Incident & Request ManagementrnFamiliarity with third‑party support modelsrnITSM tools experience (ServiceNow or equivalent)rnStrong communication and coordination skillsrnAttention to detail and process adherence
Customer‑focused and service‑oriented mindsetrnClear verbal and written communicationrnAbility to follow defined escalation proceduresrnTeam collaboration and ownership attitude
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
