Platform Operations Engineer

Job Title: Platform Operations Engineer

Location: Hemel Hempstead / Hybrid / Remote

Salary: £45,000 per annum

Job Type: Full Time, Permanent

Shift Pattern: Between 6am to 10pm Monday to Friday Total hours 40 per week.

On Call rotation provide 24-hour call support. (Overtime and weekend shifts are a requirement of this position)

About The Company:

Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint one of the world's leading private asset growth investors, with over $75 billion of assets under management.

About The Role:

We are looking for a Platform Operations Analyst to join our 24/7 Platform Operations team, responsible for the performance, stability, and resilience of Eckoh's AWS-hosted SaaS platforms within a regulated environment.

This role is centred on cloud operations, incident triage, and service ownership. You will proactively monitor platform health, assess alerts, determine business impact, and drive incidents through to resolution in line with SLAs. Strong analytical thinking is essential - you must be able to quickly interpret technical signals, prioritise effectively, and coordinate the right response.

You will have solid experience using Atlassian Jira Service Management, confidently managing ticket queues, owning incidents end-to-end, and maintaining accurate communication throughout the lifecycle.

A broad technical foundation across AWS, infrastructure, networking, and security is required, along with experience in telecoms, VoIP, or voice platforms.

Above all, you are a calm, customer-focused communicator who can translate technical issues into clear, professional updates and build trust during live service events.

Key responsibilities:

• Act as the primary operational contact within the 24/7 Platform Operations function, owning frontline triage across AWS-hosted SaaS and voice platforms.
• Proactively monitor platform health, alerts, and service dashboards to identify, assess, and prioritise incidents based on business impact and SLA commitments.
• Manage tickets end-to-end using Jira Service Management, ensuring accurate categorisation, clear documentation, timely escalation, and structured lifecycle control.
• Apply strong analytical thinking to diagnose issues across cloud infrastructure, VoIP/telecoms services, and integrated application components.
• Coordinate with Engineering, Network, Security, and Development teams to drive effective and timely resolution of incidents.
• Provide clear, concise, and professional communication to clients and internal stakeholders throughout incident and service request life cycles.
• Contribute to continuous improvement by identifying recurring issues, documenting knowledge articles, and refining monitoring and triage practices.

Key Requirements:

Your Profile:

• Naturally analytical, with a structured and methodical approach to problem-solving and incident triage.
• Calm and composed under pressure, able to assess impact quickly and make sound decisions in live service environments.
• Customer-focused communicator who can confidently translate technical issues into clear, professional updates.
• Operationally minded, with a strong sense of ownership and accountability for service outcomes.
• Detail-oriented and disciplined, with an appreciation for process and ITIL-aligned ways of working.
• Comfortable working within a fast-paced 24/7 environment, managing competing priorities with focus and resilience.
• Technically curious, with a solid foundational understanding of AWS cloud infrastructure.
• Self-motivated and dependable, able to work autonomously while collaborating effectively across teams.

Desired

Skills & Experience:

• 2-4 years' experience supporting AWS-hosted production environments, with working knowledge of Linux fundamentals and cloud-based infrastructure.
• Exposure to telecoms, VoIP, or voice platforms within a live operational setting.
• Experience working within an ITIL-aligned environment, with practical understanding of incident and problem management (certification desirable).
• Confident user of Atlassian Jira Service Management (or similar), managing incidents, service requests, prioritisation, and escalation.
• Strong first-line diagnostic capability, able to follow runbooks, interpret alerts, and resolve common cloud and infrastructure issues.
• Clear understanding of when and how to escalate, ensuring well-structured handovers with appropriate technical context.
• Experience contributing to knowledge bases and improving documentation to enhance operational efficiency.
• Familiarity with monitoring tools (e.g. Cloudwatch / CheckMK / Splunk / Homer) and interpreting alerts within AWS environments.
• Solid networking fundamentals and awareness of security best practices in regulated environments.

This role offers strong development exposure across AWS cloud operations, voice infrastructure, and incident leadership within the wider TechOPs functions.

Company benefits:

• 25 days holiday and…