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Platform Operations Engineer
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Job Title: Platform Operations Engineer
Location: Hemel Hempstead / Hybrid / Remote
Salary: GBP45,000 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 worlds 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 Eckohs 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.
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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 lifecycles.
- Contribute to continuous improvement by identifying recurring issues, documenting knowledge articles, and refining monitoring and triage practices.
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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 And Experience
- 2-4 years experience supporting AWS:hosted production environments, with working knowledge of Linux fundamentals and cloud:based
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