Platform Support Lead (Infrastructure & Security)
FJD 52,546.71 to FJD 64,371.97 per annumPosted 1 day ago
Closes in 15 days
About the company
The University of the South Pacific is a regional university serving multiple member countries across the Pacific through a network of campuses. It maintains shared digital infrastructure and security operations to support stakeholders across all its campuses and member countries.
About the role
The Platform Support Lead (Infrastructure & Security) bridges technical infrastructure administration with information security operations, keeping digital infrastructure reliable and secure for stakeholders across the region. The role owns Tier 2 ticket progression for infrastructure and security issues, acting as the primary escalation point when incidents affect users, and coordinates closely with Security Engineers and the Security Services Team. It also covers coordination on digital interfaces to building security systems, such as network connectivity for access control or CCTV, in collaboration with the Security Services Team. The position is available for three years and may be renewed by mutual agreement.
Key responsibilities
- Act as the primary escalation point for infrastructure and security incidents that impact users.
- Own Tier 2 ticket progression for infrastructure- and security-related user issues: triage, prioritise, communicate status to users, coordinate with Security Engineers and drive resolution or formal handover.
- Provide clear, timely user communications during major incidents and service degradations, working closely with the relevant security engineers.
- Maintain situational awareness of active NOC/SOC-style events affecting the user community so the team has accurate information for frontline stakeholders.
- Provide Tier 2 technical support for endpoint, access, identity-related and infrastructure issues that can be resolved without deep engineering intervention.
- Liaise with engineers to progress complex issues while retaining ownership of the user experience and communication.
- Develop and maintain support documentation, knowledge-base articles, incident communication templates and quick-reference guides.
- Collaborate with the Security Services Team on digital interfaces to building security systems where these affect digital service delivery.
About the successful candidate
- A degree in Information Technology, Computer Science, Cybersecurity, Networking or a closely related discipline.
- Minimum 3-5 years' experience supporting security infrastructure.
- Solid practical experience in Tier 2 ICT support, incident coordination or service delivery involving networks, systems or security in a multi-site environment.
- Working knowledge of enterprise networking, systems administration concepts, endpoint management and common security incident types.
- Strong incident communication, stakeholder management and documentation skills, with the ability to translate technical status into clear user messaging.
- Ability to coordinate across technical teams while retaining accountability for user experience and ticket outcomes.
- Desirable: experience in higher education or large multi-campus / regional organisations.
- Desirable: familiarity with NOC/SOC operating models, ITIL incident/problem management, service management tools, monitoring dashboards, or major-incident communication processes.