Platform Operations Engineer

Salary: £45,000 - 45,000 per year

• We are looking for someone with 2-4 years experience supporting AWS-hosted production environments.
• We need working knowledge of Linux fundamentals and cloud-based infrastructure.
• Experience in telecoms, VoIP, or voice platforms within a live operational setting is required.
• We value experience working in an ITIL-aligned environment, with practical understanding of incident and problem management.
• You should be a confident user of Atlassian Jira Service Management, or a similar ticketing tool.
• Strong first-line diagnostic capability is important, including following runbooks, interpreting alerts, and resolving common cloud and infrastructure issues.
• You should have solid networking fundamentals and awareness of security best practices in regulated environments.
• You need a foundational understanding of AWS cloud infrastructure.
• You should be comfortable working in a fast-paced 24/7 environment and managing competing priorities.
• You should be calm, composed under pressure, and able to make sound decisions in live service environments.
• You should be self‑motivated, dependable, and able to work autonomously while collaborating effectively across teams.

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

• AWS
• Atlassian
• Cloud
• Support
• ITIL
• JIRA
• Linux
• Network
• Security
• Cloud Watch
• CheckMK
• Dev Ops
• Splunk

We are Eckoh, a market leader in Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. We are owned by Bridgepoint, one of the worlds leading private asset growth investors, with over $75 billion of assets under management. This is a full-time, permanent Platform Operations Engineer role based in Hemel Hempstead, with hybrid or remote working options available.

The position operates on a shift pattern between 6am and 10pm Monday to Friday, with 40 hours per week, on‑call 24‑hour support, and overtime and weekend shifts required. We offer strong development exposure across AWS cloud operations, voice infrastructure, and incident leadership within our wider TechOPs functions, along with benefits including 25 days holiday increasing with service, an excellent Share Incentive Scheme, life insurance, Simply Health, Bupa membership access, pension, discretionary annual bonus, employee recognition schemes, refreshments, relaxation and well‑being facilities, team days, volunteering events, company events, education and training support, and Tech Fests.