AI Operations Consultant — Incident & Support Leader

National Australia Bank; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

National Australia Bank is seeking a Consultant AI Operations to join the Workplace Transformation team in Sydney. You will act as the AU escalation point for incidents and service requests, investigate moderately complex AI service issues, and assist with triage, impact assessments and restorations.

You will also maintain knowledge articles and coach junior teams. The role focuses on reliable AI experiences for NAB colleagues, with emphasis on incident management, documentation, and cross-team

Qualifications

• Technical troubleshooting and structured problem solving across enterprise AI services, access, usage and platform behaviour.
• ITIL-aligned incident, request, problem and knowledge management practices.
• Incident triage, impact assessment and workaround identification.
• Clear operational communication and effective escalation to senior technical support.
• Maintenance of knowledge articles, guides and known issue records.
• Coaching and guidance for offshore / multi-tier support teams.

Responsibilities

• Act as AU-based escalation point for incidents, service requests and technical issues from local/international teams.
• Investigate and resolve moderately complex AI service issues across access, usage and platform behaviour.
• Escalate complex/high-impact incidents to Senior Operations Engineer when needed.
• Support triage, impact assessment and service restoration activities.
• Maintain support documentation, troubleshooting steps and knowledge articles.
• Provide guidance to junior support teams to improve first-contact resolution.

Skills

Troubleshooting

ITIL practices

Incident triage

Operational communication

Knowledge management

Coaching offshore

Job description

National Australia Bank is seeking a Consultant AI Operations to join the Workplace Transformation team in Sydney. You will act as the AU escalation point for incidents and service requests, investigate moderately complex AI service issues, and assist with triage, impact assessments and restorations.

You will also maintain knowledge articles and coach junior teams. The role focuses on reliable AI experiences for NAB colleagues, with emphasis on incident management, documentation, and cross-team