At a Glance
- Tasks: Join our 24/7 team to ensure the performance and stability of AWS-hosted platforms.
- Company: Eckoh, a leader in Customer Engagement Security Solutions with a global presence.
- Benefits: Enjoy 25 days holiday, share incentives, life insurance, and wellness initiatives.
- Other info: Collaborative culture with opportunities for professional growth and exciting team events.
- Why this job: Make a real impact in cloud operations while developing your skills in a dynamic environment.
- Qualifications: 2-4 years experience in AWS environments and strong analytical skills required.
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 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.
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.
This role offers strong development exposure across AWS cloud operations, voice infrastructure, and incident leadership within the wider TechOPs functions.
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.
Platform Operations Engineer employer: Eckoh
Eckoh is an exceptional employer, offering a dynamic work environment in Hemel Hempstead that fosters professional growth and development within the tech industry. With a strong focus on employee well-being, benefits such as a generous holiday allowance, share incentive schemes, and opportunities for continuous education make it an attractive place to build a career. The collaborative culture encourages innovation and teamwork, ensuring that every team member feels valued and empowered to contribute to our mission of delivering top-notch customer engagement security solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Platform Operations Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Eckoh values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Eckoh might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Eckoh!
✨Direct Apply to Eckoh
Let's not forget to apply directly through the Eckoh website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Platform Operations Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Eckoh.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Eckoh. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Eckoh
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
