At a Glance
- Tasks: Join our team to monitor and manage AWS-hosted platforms, ensuring top-notch performance and stability.
- Company: Eckoh, a leader in Customer Engagement Security Solutions with a global presence.
- Benefits: Enjoy 25 days holiday, life insurance, wellness initiatives, and a fun work environment.
- Other info: Great opportunities for professional growth and development in a fast-paced, supportive culture.
- Why this job: Be part of a dynamic team, tackling real-world challenges in cloud operations and incident management.
- Qualifications: 2-4 years in AWS environments, strong analytical skills, and a customer-focused mindset.
The predicted salary is between 45000 - 45000 £ per year.
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 provides 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.
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 lifecycles.
- 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.
Company benefits:
- 25 days holiday and increases with service
- Excellent Share Incentive Scheme
- Life insurance
- Simply Health scheme
- Access to group Bupa membership scheme
- Pension scheme
- Discretionary annual bonus
- Employee Recognition schemes
- Free tea, coffee, fresh fruit and snacks
- Relaxation floor (lunch area, quiet room, pool table, Xbox)
- Well-being initiatives, such as in-house and Sports Massage
- Discounted offers
- Team days and Volunteering events
- Christmas & summer company events
- Focused on education and training (conference attendance, higher education sponsorship)
- Tech Fests
Please click the APPLY button to send your CV & Cover Letter for this role.
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