Platform Support Coordinator

Senior Platform Support Coordinator

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 11AM to 7PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 35,000 to 47,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are recruiting for a Senior Platform Support Coordinator to be part of our Education Technology Team. As a Senior Platform Support Coordinator, you'll be the strategic force behind operational excellence for the platforms that power learning for millions of students and educators worldwide.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves  (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Senior Platform Support Coordinator?

Reporting to the Platform Support Manager, your accountabilities will include:

• Lead complex incident management across all platforms, acting as senior escalation point for critical issues and major incidents
• Drive continuous improvement by analysing support trends, identifying systemic issues, and implementing process enhancements
• Maintain service excellence frameworks including KPIs, SLA/OLA reporting, and service documentation in collaboration with stakeholders
• Mentor and develop junior coordinators, promoting best practices and fostering a culture of continuous learning
• Coordinate seamlessly across teams and time zones, managing relationships with delivery teams, vendors, and internal stakeholders
• Shape support strategy alongside the Platform Support Manager, representing the support function in strategic discussions and initiatives

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential:

• 4–6 years in technical support/service management within ITIL, managing complex incidents across teams and time zones; flexible to cover UK afternoon hours.
• Strong grasp of platform operations including CI/CD, cloud infrastructure, and monitoring tools.
• Proficient in service management tools like Jira, Confluence, and service desk platforms.
• Excellent communicator with proven stakeholder and vendor management skills.
• Skilled in process improvement and team mentoring; confident in strategic support representation.

Desirable:

• Experience in education technology or digital learning platforms, with background in end-to-end incident management processes
• Familiarity with Agile methodologies and experience contributing to support strategy development

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.