Senior Specialist - Contract - Sydney/ Melbourne
On-siteSydney, New South Wales, Australia
Job Summary
Monitor contact centre platforms using dashboards, execute routine health checks, and support daily BAU operations across HDC services. Assist in incident triage, logging, and initial assessment while performing basic troubleshooting using runbooks and SOPs. Execute approved changes and deployments, conducting post-change testing and validation under supervision. Support basic configuration activities for queues, users, and routing updates, and assist in onboarding new users or business units. Respond to simple service requests and user queries, providing clear updates to internal stakeholders. Ensure adherence to ITIL practices, governance controls, and operational standards while managing SLAs and reporting on service KPIs. This role supports the day-to-day operations of the Contact Centre Platforms team within a 6-month contract period for Australian/NZ citizens or PR holders.
Required Qualifications
- Australian/NZ Citizens/PR Holders only
- 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
- 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
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