Platform Operations Engineer

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., * 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.

Your Primary areas of interaction:

• Clients.
• TechOps Support team
• Developers.
• Account Managers

Do you have experience in Linux?, 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., * 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.

Pulled from the full job description

• Referral programme
• Sick pay
• Bereavement leave
• Life insurance
• Free parking
• Casual dress
• Free flu jabs

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. As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world's leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience. Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities., This role offers strong development exposure across AWS cloud operations, voice infrastructure, and incident leadership within the wider TechOPs functions. What do we do? Eckoh's products help clients engage with their customers effectively, providing a great experience and protecting our clients from risk. Our patented technologies keep payment & personal data secure and in compliance with global, national and industry regulations. We use our compliance heritage to help clients secure human agents and self-service channels, as well as to transform their contact centre operations with the latest technologies such as Conversational AI and agentic commerce. Our culture: Our values sit at the heart of the culture at Eckoh: · We encourage and support everyone to grow with Eckoh · We challenge, listen, and are open minded to change and suggestions from others · As trusted advisors, we use our knowledge to solve challenges and deliver the best · We take personal ownership to strive for excellence in whatever we do · We are welcoming, embrace diversity and respect each other in a spirit of humanity Our Vision: We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk. Join Us! Eckoh is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We embrace friendly, energetic, innovative, and creative individuals, who want to be proud and part of our unique success story. So, if you are an innovator and love to find creative solutions to challenges, are passionate about helping customers provide exceptional service then you should consider working here at Eckoh.