Remote Tech Ops Analyst in Suffolk

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.