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 explicit 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: ******

📌 Senior Specialist - Contract - Sydney/ Melbourne (New South Wales)
🏢 Hastha Solutions
📍 New South Wales