Salary: £45,000 – 45,000 per year
Requirements
- We are looking for someone with 2-4 years experience supporting AWS-hosted production environments, with working knowledge of Linux fundamentals and cloud-based infrastructure.
- Experience with telecoms, VoIP, or voice platforms in a live operational setting is required.
- Experience working within an ITIL-aligned environment, with practical understanding of incident and problem management, is desirable.
- You should be a confident user of Atlassian Jira Service Management, or a similar tool, managing incidents, service requests, prioritisation, and escalation.
- Strong first‑line diagnostic capability is needed, including following runbooks, interpreting alerts, and resolving common cloud and infrastructure issues.
- Solid networking fundamentals and awareness of security best practices in regulated environments are required.
- You should be naturally analytical, calm and composed under pressure, detail‑oriented, customer‑focused, and able to work independently while collaborating across teams.
- You must be comfortable working in a fast‑paced 24/7 environment with on‑call support, overtime, and weekend shifts as part of the role.
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
- Support
- ITIL
- JIRA
- Linux
- Network
- Security
- CloudWatch
- CheckMK
- DevOps
- Splunk
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 role is based in Hemel Hempstead with hybrid and remote working options, and it sits within our 24/7 Platform Operations team. We offer a salary of £45,000 per annum, a full-time permanent position, and a shift pattern between 6am and 10pm Monday to Friday, 40 hours per week, with on-call support, overtime, and weekend shifts required. Our benefits include 25 days holiday, share incentive scheme, life insurance, health and pension benefits, discretionary bonus, recognition schemes, refreshments, relaxation spaces, well‑being initiatives, social events, and strong focus on education, training, and development.
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