AI Operations Specialist — Incident & Support

NAB; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

NAB is hiring a Consultant AI Operations in Sydney to join the Workplace Transformation team. You will act as the AU escalation point for incidents and service requests, investigate AI service issues across access and platform behaviour, and escalate high-impact incidents when needed.

You will support incident triage, impact assessment, workarounds and service restoration, while maintaining documentation and coaching junior teams to improve first-contact resolution.

Qualifications

• Experience with ITIL-aligned incident, request, problem and knowledge management.
• Ability to triage incidents, assess impact and identify workarounds.
• Coaching/guidance for offshore/multi-tier support teams.
• Clear operational communication and escalation to senior technical support.

Responsibilities

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

Skills

Technical troubleshooting

Structured problem solving

Incident management

Knowledge article maintenance

Tools

ITIL

Job description

NAB is hiring a Consultant AI Operations in Sydney to join the Workplace Transformation team. You will act as the AU escalation point for incidents and service requests, investigate AI service issues across access and platform behaviour, and escalate high-impact incidents when needed.

You will support incident triage, impact assessment, workarounds and service restoration, while maintaining documentation and coaching junior teams to improve first-contact resolution.