- Work Experience: 5+ years
- IT Services
- City: Sydney
- State/Province: New South Wales
Job Description
Urgent requirement of Senior Specialist - Contract - Sydney/ Melbourne
Role Summary
The Senior Specialist is part of the Contact Centre Platforms team, supporting 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 current users or business units
- Maintain and update configuration records and documentation
- Support testing of recent features and enhancements
- 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
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📌 Senior Specialist - Contract - Sydney/ Melbourne (City of Sydney)
🏢 Hastha Solutions
📍 City of Sydney
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