Consultant, AI Operations

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

Job summary

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.

Responsibilities

• 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.

Skills

Technical troubleshooting

Incident management

Knowledge management

ITIL practices

Coaching

Escalation

Operational communication

Job description

• Support innovative workplace AI services that are transforming how our people work.


• Play a key role in resolving complex technical issues and ensuring reliable, seamless AI experiences for our colleagues.


• Build your skills in AI operations, emerging technologies and technical problem-solving in a rapidly evolving environment.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand

In the role of Consultant AI Operations, you will join the Workplace Transformation team that’s doubling down on customer obsession.

In this Consultant AI Operations role, you will:

• Act as the AU-based escalation point for incidents, service requests and technical issues escalated from local/international support teams.


• Investigate and resolve moderately complex AI service issues across access, usage, platform behaviour and operational support processes.


• Escalate complex or high-impact incidents to the Senior Operations Engineer when senior technical direction or decisioning is required.


• Support incident triage, impact assessment, workaround identification and service restoration activities.


• Maintain support documentation, troubleshooting steps, known issue records and operational knowledge articles.


• Provide guidance to junior support teams to improve first-contact resolution and reduce repeat escalations.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• 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, workaround identification and service restoration.


• Clear operational communication and effective escalation to senior technical support.


• Support documentation, troubleshooting guides, known issue records and knowledge article maintenance.


• Coaching and guidance for offshore / multi-tier support teams.

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That’s why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

Join NAB