Position Number: LIT078 – Platform Support Lead (Infrastructure & Security)

The Opportunity

The Platform Support Lead (Infrastructure & Security) role bridges technical infrastructure administration with information security operations, ensuring that stakeholders across the region have access to reliable, secure and well-maintained digital infrastructure.

The role also ensures that user impacts are managed professionally, that tickets are properly triaged and progressed and that the security pillars work seamlessly, including coordination on digital interfaces to building security systems may be required in collaboration with the Security Services Team.

Specific Duties

Specific duties may include:

1. NOC / SOC Response & Incident Coordination (35%)
• 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 and the team has accurate information for frontline stakeholders.
• Support post-incident reviews from a user-impact and service-quality perspective; capture lessons learned that improve future response and communication.
• Infrastructure & Support Coordination (25%)
• Coordinate infrastructure-related support between support and the cybersecurity team, ensuring clean escalation paths and minimal ticket bounce.
• 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.
• Maintain up-to-date knowledge of services, known issues, maintenance windows and workarounds so that frontline and Tier 2 support can respond effectively.
• Service Quality & Documentation (15%)
• Develop and maintain support documentation, knowledge-base articles, incident communication templates and quick-reference guides for infrastructure and security-related user issues.
• Identify recurring user-impacting infrastructure or security issues and recommend service improvements or permanent fixes to the appropriate owners.
• Ensure support processes for infrastructure and security tickets are clear, measurable and continuously improved.
• Coordination with Building / Physical Security (10%)
• Collaborate with the Security Services Team on digital interfaces to building security systems (e.g. network connectivity for access control or CCTV, identity integration points) where these affect digital service delivery.
• Escalate any building-security system faults or operational issues to the correct Security Services owner while supporting any related digital connectivity or identity impacts.
• Collaboration & Continuous Improvement (15%)
• Work closely with all team members to ensure consistent service standards.
• Provide regular reporting on infrastructure- and security-related ticket volumes, resolution times, major incidents and user-impact trends.
• Contribute to service improvement initiatives that enhance the reliability and clarity of infrastructure and security support for stakeholders across all campuses and member countries.

The Person we Seek

To be considered for this position, applicants must have:

• A degree in Information Technology, Computer Science, Cybersecurity, Networking or a closely related discipline and;
• 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; ability to translate technical status into clear user messaging; and
• 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.
• Familiarity with NOC/SOC operating models, ITIL incident/problem management and collaboration with specialist engineering teams.
• Experience with service management tools, monitoring dashboards, or major-incident communication processes.

Enquiries and further information: Please contact: myhr@usp.ac.fj

The position is available for three years and may be renewed by mutual agreement.

Position Description:PD Platform Support

Salary Range

• FJD 52,546.71 to FJD 64,371.97 per annum.