AI Operations Consultant – Workplace Transformation

NAB; Melbourne; Sur place; AUD 90 000 - 130 000; Plein temps

Résumé du poste

NAB is seeking a Consultant AI Operations in Melbourne to join the Workplace Transformation team, delivering reliable AI experiences for NAB colleagues. You will act as AU escalation point, resolve incidents, triage problems and maintain comprehensive support documentation, while coaching offshore and multi-tier teams.

The role emphasizes customer obsession, cross-functional collaboration and continuous improvement of AI service operations in a fast-evolving environment.

Qualifications

• Proven ability to troubleshoot complex AI services and platform behaviours.
• Experience with ITIL-aligned incident, request, problem and knowledge management.
• Ability to document, maintain knowledge articles and runbook updates.

Responsabilités

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

Connaissances

Technical troubleshooting

Incident management

Knowledge management

ITIL practices

Coaching

Escalation

Operational communication

Description du poste

NAB is seeking a Consultant AI Operations in Melbourne to join the Workplace Transformation team, delivering reliable AI experiences for NAB colleagues. You will act as AU escalation point, resolve incidents, triage problems and maintain comprehensive support documentation, while coaching offshore and multi-tier teams.

The role emphasizes customer obsession, cross-functional collaboration and continuous improvement of AI service operations in a fast-evolving environment.