Platform Operations Engineer

Salary: £45,000 - 45,000 per year

Requirements:

• We have 2-4 years experience supporting AWS-hosted production environments, with working knowledge of Linux fundamentals and cloud-based infrastructure.
• We have exposure to telecoms, VoIP, or voice platforms within a live operational setting.
• We have experience working within an ITIL-aligned environment, with practical understanding of incident and problem management; certification is desirable.
• We are a confident user of Atlassian Jira Service Management, or a similar tool, managing incidents, service requests, prioritisation, and escalation.
• We have strong first-line diagnostic capability, able to follow runbooks, interpret alerts, and resolve common cloud and infrastructure issues.
• We understand when and how to escalate, ensuring well-structured handovers with appropriate technical context.
• We have experience contributing to knowledge bases and improving documentation to enhance operational efficiency.
• We are familiar with monitoring tools such as Cloudwatch, CheckMK, Splunk, or Homer, and can interpret alerts within AWS environments.
• We have solid networking fundamentals and awareness of security best practices in regulated environments.
• We are naturally analytical, calm under pressure, detail-oriented, self-motivated, dependable, and comfortable working in a fast-paced 24/7 environment.

Responsibilities:

• We act as the primary operational contact within our 24/7 Platform Operations function, owning 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 lifecycles.
• We contribute to continuous improvement by identifying recurring issues, documenting knowledge articles, and refining monitoring and triage practices.

Technologies:

• AWS
• Atlassian
• Cloud
• CloudWatch
• CheckMK
• Support
• ITIL
• JIRA
• Linux
• Network
• Security
• Splunk
• DevOps

More:

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 Platform Operations Engineer role is based in Hemel Hempstead with hybrid or remote working options, a 40-hour week on a shift pattern between 6am and 10pm Monday to Friday, and an on-call rotation providing 24-hour support. We offer strong development exposure across AWS cloud operations, voice infrastructure, and incident leadership within our wider TechOPs function, alongside benefits including 25 days holiday increasing with service, share incentive scheme, life insurance, health and pension benefits, discretionary annual bonus, recognition schemes, wellbeing initiatives, team days, volunteering events, company events, and training and education support.

last updated 31 week of 2026