Remote Tech Ops Analyst

Salary: £63,000 - 97,000 per year

Requirements

• Experience with data analysis tools and techniques to extract meaningful insights and address problems.
• Foundational understanding of the Appian platform and a strong interest in developing deeper expertise in enterprise technologies; we also welcome candidates with limited experience but clear enthusiasm and willingness to learn.
• Confidence in communicating with a wide range of developers and technical resources.
• Excellent communication skills with strong attention to detail.
• Ability to work in a busy environment and delight the customer while protecting our business reputation.
• Ability to prioritise tasks and requests while balancing customer needs and our capabilities.
• Strong team-player mindset in a cross-functional environment.
• Ability to work independently and handle variable ticket volumes.
• A can-do attitude and eagerness to learn and make an impact.
• Nice to have: basic understanding of Appian objects and their functions.
• Nice to have: active Appian Certified Associate Developer certification.
• Nice to have: willingness to pursue additional certifications as the role evolves.
• Nice to have: foundational knowledge of database concepts, including tables, queries, and basic data modelling.

Responsibilities

• Act as the initial contact point for customer and partner queries and drive service issues through to resolution.
• Provide 1st line application support for incoming customer service desk tickets, including triaging, diagnosing, troubleshooting, resolving where possible, and managing escalations to second-line and third-line support.
• Handle basic fixes within the Appian platform with guidance and mentoring from a Senior Process Automation Engineer.
• Manage and maintain our customer knowledge base, identifying and closing gaps in frequently asked questions.
• Collaborate with other teams to address customer and partner queries that require cross-functional input.
• 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.
• Analyse incident data to identify 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 root causes and resolutions.
• Track problem records and actions through to resolution, supporting end-to-end internal improvement initiatives.
• Chair regular problem review boards and track problem record progress.
• Support and participate in audits where necessary.

Technologies

• Support
• Security
• E2E

More

We are iProov, the world leader in biometric verification, on a mission to make the world a safer place for businesses and consumers. We work with customers across a range of sectors, including government, healthcare, transport, and financial services, and we are committed to diversity, equality, and inclusion. This is a Technology Operations Analyst role within our Service Management team based in London, UK, with a hybrid working model requiring at least two days in the office each week. The role offers a negotiable base salary, a 10% company performance bonus, equity, and our UK benefits package. We also offer a wide range of benefits, including annual leave, growth shares after probation, pension and salary sacrifice schemes, health and wellbeing support, learning and development budgets, enhanced family leave, flexible hybrid working, office perks, and access to Vitality rewards. Due to the nature of our work, the successful candidate may need to pass UK Security Clearance checks.

last updated 28 week of 2026