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
Required Skills:
Senior Specialist - Contract - Sydney/ Melbourne
Required Education:
BE
Employment Type : Full Time
Experience: years
Vacancy: 1