VMO Intake & Triage Analyst II

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Skills you'll use

What you'll do

• 1. Intake Mailbox Management
• Own and monitor the vendor management intake mailbox and group alias throughout the shift, so no request sits unread.
• Acknowledge incoming requests within the agreed response window and set expectations on what happens next.
• Categorise and log every request so volume, type and ageing can be reported accurately.
• Identify and protect sensitive content, moving anything containing confidential commercial or personal data onto the appropriate restricted channel.
• Keep the mailbox clean — no aged, unowned or silently closed threads.
• 2. Triage & Routing
• Triage each incoming request against the knowledge base and direct the requester to the correct resolution path.
• Resolve directly where a documented answer exists, rather than forwarding a question that already has an answer.
• Route to the correct owning team where the request needs specialist handling, with enough context that the receiving team does not have to re-ask.

Who can apply

• 2–5+ years in a shared-services intake, service desk, vendor support or procurement operations role handling a high-volume shared mailbox or queue.
• Demonstrated triage judgement — able to classify an ambiguous request correctly and know when it is not yours to answer.
• Working knowledge of vendor management, procurement or contract processes, sufficient to understand what is being asked.
• Excellent written English, since most of the role is written communication with senior internal stakeholders.
• Knowledge-base authoring and maintenance discipline.
• Confidentiality judgement with commercially sensitive and personal data.
• Willing and able to work a shift-based roster, including night shifts, from the Hyderabad delivery centre.

About Astreya Consultancy India Private

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