Act as the primary triage contact for defects, incidents, and colleague feedback on live products
Maintain and manage the defect and incident log with clear severity classifications, owners, and status — ensuring full visibility to the squad and stakeholders
Coordinate impact analysis for defects and incidents — engaging engineering, operations, risk, and compliance teams to assess scope, affected colleague cohorts, downstream product and system dependencies, and any financial or regulatory implications
Own the end-to-end stakeholder impact communications lifecycle for product incidents and significant defects — from initial impact notification through to status updates, resolution confirmation, and post-incident summary — ensuring communications are timely, accurate, and appropriately pitched for each audience
Maintain impact communication templates and a stakeholder register for the product, ensuring readiness to activate communications quickly when incidents arise
Synthesise BAU insights and contribute well-formed, prioritised items to the product backlog, translating operational intelligence into stories, bugs, and improvement requests
Support the Product Owner in backlog grooming, story elaboration, and the definition of acceptance criteria
Monitor product performance metrics and KPIs, flagging anomalies, regressions, or emerging risks in a timely manner
Communicate BAU status and product health updates to relevant stakeholders including the Product Owner, Sub-Domain Lead, and operations teams
Participate in all relevant agile ceremonies, contributing BAU insights to planning, refinement, and retrospectives
Build and demonstrate product ownership capabilities through active learning, mentorship by the Product Owner, and progressively taking on greater scope
Ensure the colleague voice is represented in all BAU feedback loops and is front of mind in triage and prioritisation decisions
Conduct problem resolution in line with agreed processes and support the creation of product collateral and documentation as required
Exposure to agile ways of working and familiarity with agile ceremonies
Demonstrated ability to gather, analyse and synthesise colleague feedback into actionable insight
Experience in defect or incident management processes and impact analysis
Experience preparing stakeholder communications for incidents, outages, or product impacts
Foundational understanding of the product management lifecycle
Ability to work collaboratively across cross-functional teams and build effective relationships
Comfortable with data — drawing actionable insights from data incidents, operational metrics and product performance data
Structured problem solving
Defect and incident triage
Impact analysis and scope assessment
Stakeholder impact communications
Stakeholder communication
Data analysis (variety of coding skills for data investigation) and insight synthesis
Test and learn mindset
Product backlog contribution
We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.
1. Generous compensation and benefit package
2. Exciting career and development opportunities
Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
3. Professional and engaging working environment
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 respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.
We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!
If this excites you, let's have a chat over a cup of coffee!
