Consultant, AI Operations

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

• 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.