DevOps Engineer

January 16, 2024

Job Description

Title: Platform/DevOps Engineer
Reporting to: Development Manager
Location: Wrexham/Hybrid

What we do:

We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations and world-class customer service on behalf of businesses of all sizes and sectors. Our 1000-strong team works across continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.

The role:

You will be part of a small platform engineering/DevOps team managing and supporting multiple products hosted in AWS, Azure and GCP.  The role will require a hands-on approach to automating deployments of infrastructure and applications as well as performance monitoring, capacity management and disaster recovery.  We have a strategic objective to design and build highly resilient, cloud native services capable of dealing with increasing demand as the organisation grows in both the UK and US.  You will be working closely with application development and infrastructure teams and will need to be able to translate business requirements into production ready solutions.

Key responsibilities:


  • Build and implement tooling to facilitate fast and efficient deployment and management of applications and infrastructure.
  • Ensure operational processes, such as deployments and upgrades, follow documented standards.
  • Drive and prioritize an infrastructure as code approach to designing and implementing systems.
  • Develop automated solutions for operational functions such as monitoring, performance and capacity management, and disaster recovery.
  • Focus efforts on reducing toil and removing error by automating tasks and processes.
  • Reinforce a culture of delivering quickly and effectively and iterating fast.
  • Discover and document exceptions in order to turn manual work into repeatable actions and then into automation.


  • Incorporate monitoring and logging features into systems during the design stage, ensuring that they become common components in each service.
  • Build alerting systems that trigger on symptoms rather than on outages.
  • Help define and monitor Service Level Objectives (SLOs) for each service or product.


  • Ensure security best practices are followed during build and deployment of applications and infrastructure.
  • Work with Information Security team members to ensure the hosting environment is secure.
  • Remediate infrastructure security vulnerabilities detected during penetration testing and vulnerability scans.

Supporting the business

  • Debug and help resolve issues affecting the availability or performance of production systems.
  • Participate in Post Incident Reviews to identify root cause and actions required to prevent issues re-occurring.
  • Work to continuously improving the reliability, efficiency and scalability of systems and services.
  • Continuously asses processes, and developing ways to improve them.
  • Build a deep holistic understanding of business services and the underlying technology employed.
  • Reduce MTTR by developing play books to resolve issues.
  • Work closely with application development teams to identify potential issues as early as possible within a products lifecycle.
  • Identify ways to reduce complexity and work to standardize technology and processes where appropriate.
  • Identify dependencies, bottlenecks and single points of failure, and work to mitigate risks.
  • Participate in the planning of projects and work closely with Infrastructure, operations, and application development teams to deliver objectives.
  • Support and mentor the wider team to help with the adoption of new technologies.
  • Participate in on-call support duties.

The person:

  • Must have hands on experience with at least two of the big three cloud providers (AWS, Azure, GCP).
  • Must have a good understanding of common security issues, particularly OWASP Top 10 CI/CD Security Risks
  • Proficiency with code repository automation tasks such as GitHub Workflows.
  • Experience creating and managing CD Pipelines.
  • Must have a focus and drive towards GitOps Methodologies and IaC.
  • Demonstrable knowledge of deploying and running applications in Kubernetes.
  • Experience of using declarative orchestration and configuration management tools in a production environment.

The package:

  • Permanent contract, working 37.5 hours per week Monday to Friday
  • Flexibility to work from our spacious, state-of-the-art offices and the ability to work from home
  • 25 days annual leave plus bank holidays
  • Mental health support (Employee Assistance Program) with access to an onsite mental health counsellor
  • Access to our brand-new wellbeing room to help enhance your physical and mental wellbeing
  • Access to a 24/7 Doctor line
  • Comprehensive training and where desired, long-term career progression across the business
  • Free breakfast & subsidised meals
  • Free onsite gym access
  • And did we mention our epic parties? We know how to celebrate in style!