Associate Director, Knowledge Intelligence

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers. It's not about surface-level change. It's about how we make decisions, how we work together, and how we deliver.

The AD, Knowledge Intelligence leads the strategy, engineering and governance of operational knowledge capabilities, transforming operational expertise, runbooks and service insights into trusted, reusable knowledge for engineers, AI and automation across Network Operations. The role ensures knowledge is structured, current and integrated with observability, service topology, operational intelligence and AI platforms, improving troubleshooting, decision-making, AI-assisted operations and organisational learning.

What You’ll Do

• Own and drive the Knowledge Intelligence strategy, roadmap and maturity journey, transforming fragmented knowledge into structured, reusable and AI-ready services.
• Lead the development of operational knowledge assets, including runbooks, service models, incident knowledge, ontologies and knowledge services across network and service domains.
• Build and maintain knowledge graphs and contextual services that connect operational events, services, dependencies and historical insights to support faster decision-making.
• Integrate Knowledge Intelligence with observability, operational intelligence, AI and automation platforms to provide trusted context for intelligent operations.
• Establish governance, quality standards and lifecycle management processes to ensure knowledge is accurate, current, reusable and secure.
• Drive adoption, stakeholder engagement and capability development while improving troubleshooting, incident resolution, AI-assisted operations and organisational learning.

What You’ll Bring

• Extensive leadership experience in telecommunications, Network Operations, knowledge engineering and large-scale technology environments.
• Proven expertise in enterprise knowledge management, knowledge engineering and AI-enabled operational capabilities.
• Strong knowledge of knowledge graphs, ontologies, structured knowledge models, operational context and knowledge lifecycle management.
• Deep understanding of observability, service topology, operational intelligence, AI/ML and automation to enable intelligent operations.
• Demonstrated ability to define strategy, standards and roadmaps that deliver measurable operational and business outcomes.
• Strong stakeholder, commercial and people leadership skills, including executive influence, vendor management and cross-functional collaboration.

The good stuff …

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.