Senior Specialist - Contract - Sydney/ Melbourne

Urgent requirement of Senior Specialist

• Contract
• Sydney/ Melbourne Requirements Role Summary The Senior Specialist is a role within Contact Centre Platforms team, supporting the day-to-day operations of HDC services. The role works closely with support (L1/L2/L3), Operations and business team to ensure smooth operation of contact centre services.

Key Responsibilities

Operational Support & Monitoring

• Perform basic platform monitoring using dashboards and tools
• Execute routine health checks and validation activities
• Support daily BAU operational activities across HDC services
• Identify and raise alerts/issues to senior L2/L3 team members Incident & Problem Support
• Assist in incident triage, logging, and initial assessment
• Perform basic troubleshooting using runbooks and SOPs
• Escalate incidents to CCP Specialists or Engineers when required
• Track incidents and support updates to stakeholders Change & Release Support
• Assist in executing approved changes and deployments
• Perform testing and basic validation post-change
• Follow change procedures and support documentation updates
• Work under supervision for release support activities, PIVs, Testing etc Platform Configuration Support
• Support basic configuration activities (e.g., queues, users, routing updates)
• Assist in onboarding new users or business units
• Maintain and update configuration records and documentation
• Support testing of new features and enhancements Customer & Stakeholder Support
• Respond to simple service requests and user queries
• Provide clear and timely updates to internal users
• Support customer onboarding and operational readiness activities
• Escalate complex issues appropriately Knowledge & Process Adherence
• Follow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentation
• Ensure adherence to governance, controls, and operational standards Service Management & Operations
• Strong understanding of ITIL practices (Incident, Request, Problem, Change)
• Experience in production support / platform operations
• Ability to manage & report on SLAs, OLAs, and service KPIs Soft Skills
• Strong problem-solving and analytical skills
• Excellent communication and stakeholder management
• Ability to work in high-pressure operational environments
• Customer-focused mindset with attention to detail Duration: 06 Months and possible extension Eligibility: Australian/NZ Citizens/PR Holders only Email: jobs@hasthasolutions.com