At a Glance
- Tasks: Provide top-notch tech support and solve customer queries in a dynamic environment.
- Company: Join iProov, the leader in biometric verification, making the world safer.
- Benefits: Enjoy 25 days annual leave, growth shares, and flexible working options.
- Other info: Great career growth opportunities and a supportive team culture.
- Why this job: Be part of a mission-driven team that values diversity and inclusion.
- Qualifications: Passion for problem-solving and a willingness to learn about enterprise technologies.
The predicted salary is between 35000 - 45000 £ per year.
About iProov
iProov is the world leader in biometric verification. We are on a mission to make the world a safer place for businesses and consumers and work with fantastic customers across a number of industry sectors - organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, UBS and many more.
Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.
The Role
- Reports to: Head of Service Management
- Location: London, UK (Hybrid Working Model - at least twice a week in the office)
- Comp: Negotiable (base) + Company Performance Bonus (10%) + Equity + UK iProov Benefits
iProov is growing fast, and we’re looking for a Technology Operations Analyst to join our Service Management team. If you’re passionate about solving problems, delivering great service, and working cross-functionally, this is a great opportunity. In this customer-facing role, you’ll handle technical queries, provide timely and accurate responses, and help protect iProov’s brand. Strong communication and problem-solving skills are essential, as you’ll triage and troubleshoot issues, enhance customer understanding, and feed insights back to our product teams to shape future improvements.
How you can make an impact
- Act as the initial contact point into iProov for customer and partner queries and driving any service issues through to resolution.
- Perform 1st line application support to all incoming tickets to the customer service desk: triaging, diagnosing, troubleshooting, resolving where possible, and managing escalations to second line Technical Support Engineers and then third-line support when required.
- After guidance and mentoring from a Senior Process Automation Engineer, you'll begin by handling basic fixes within the Appian platform.
- Manage and maintain our customer knowledge base, identifying any gaps that need to be closed on frequently asked queries.
- Collaborate with other teams in iProov to address customer and partner queries that involve cross functional team interaction.
- Act as a liaison between technical teams and business stakeholders, translating technical issues into business impact.
- Communicate incident and problem management updates to relevant stakeholders.
- Identify and analyse incident data to identify underlying recurring issues and propose preventative measures as part of continual service improvement.
- Prepare post-incident reports and conduct incident review meetings with stakeholders.
- Maintain a problem management database to track and document root causes and resolutions.
- Tracking all problem records and appropriate actions through to resolution involving the management E2E of internal improvement initiatives.
- Chairing regular Problem review boards and tracking problem record progress.
- Support and participate in audits where necessary.
What we would like to see from you
- Experience with data analysis tools and techniques to extract meaningful insights and address problems.
- Possess a foundational understanding of the Appian platform and a strong interest in developing deeper expertise in enterprise technologies.
- Confidence in communicating with a wide range of developers and technical resources.
- Excellent communication skills with an attention to detail.
- Ability to work in a busy environment and “wow” the customer while protecting iProov’s business reputation.
- Ability to prioritise tasks and requests while balancing both customer needs and iProov capability.
- Be a great team player in a cross functional environment.
- Be capable of working independently and handling variable ticket volumes accordingly.
- A can-do attitude, eagerness to learn and make an impact.
Nice to have, but not essential
- Basic understanding of Appian objects and their functions.
- Active Appian Certified Associate Developer certification.
- Willingness to pursue additional certifications as the role evolves.
- Foundational knowledge of database concepts, including tables, queries, and basic data modeling.
Benefits
- 25 days Annual Leave, plus 8 Bank Holidays (more holiday with service - up to an extra 5 days off per year based on your continuous service).
- Growth Shares allocated after passing probation (6 months of service).
- Salary sacrifice schemes including: Pension, Cycle To Work and Electric Car Scheme.
- Nursery Sacrifice Scheme.
- Work Overseas Perk - Work globally for up to 2 weeks.
- Life Assurance.
- SmartHealth - Access to private GP, Psychologist, Nutritionist along with tailored fitness plans for both you and your family.
Remote Tech Ops Analyst in Cardiff employer: iProov
iProov is an exceptional employer that prioritises diversity, inclusion, and employee growth within a dynamic hybrid working environment in London. With a strong focus on fostering a culture where every individual can thrive, iProov offers competitive benefits including generous annual leave, growth shares, and access to wellness resources, making it an ideal place for those looking to make a meaningful impact in the tech operations field.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Tech Ops Analyst in Cardiff
✨Tip Number 1
Network like a pro! Reach out to current employees at iProov on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Tech Ops Analyst role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your problem-solving skills. Think of examples from your past where you triaged issues or improved processes. We want to see how you can wow our customers while keeping iProov’s reputation intact!
✨Tip Number 3
Show your enthusiasm for learning! If you’re new to the Appian platform, mention your eagerness to dive in and develop your skills. We love candidates who are keen to grow and contribute to our mission of making the world a safer place.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the iProov team and being part of our exciting journey.
We think you need these skills to ace Remote Tech Ops Analyst in Cardiff
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Tech Ops Analyst role. Highlight your problem-solving skills and any experience with data analysis tools, as these are key for us at iProov.
Show Your Passion:Let your enthusiasm shine through! We love candidates who are eager to learn and grow, especially in enterprise technologies like Appian. Share any relevant experiences that showcase your interest.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate good communication skills, so make sure your application reflects that!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at iProov
✨Know Your Tech
Familiarise yourself with the Appian platform and its functionalities. Even if you have limited experience, showing a genuine interest in learning about low-code development will impress the interviewers. Brush up on basic database concepts too, as they might come up during your chat.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Be ready to discuss specific situations where you triaged or resolved problems, as this role heavily relies on strong problem-solving abilities. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communicate Clearly
Since this is a customer-facing role, practice articulating technical concepts in simple terms. You’ll need to liaise between technical teams and business stakeholders, so demonstrating your ability to communicate effectively with diverse audiences will be key.
✨Emphasise Teamwork and Adaptability
Highlight your experience working in cross-functional teams and your ability to adapt to changing priorities. Share instances where you collaborated with others to achieve a common goal, as this will resonate well with iProov's emphasis on teamwork and inclusivity.
