Job Summary
iProov, the global leader in biometric verification, is seeking a Technology Operations Analyst to join our growing Service Management team. This is a dynamic, customer-facing role ideal for someone passionate about problem-solving, operational excellence, and continuous learning.
You’ll be the first point of contact for partners and clients, supporting critical services and triaging technical issues. Working cross-functionally with internal teams, you’ll play a key role in improving support processes, shaping future product enhancements, and delivering a best-in-class experience.
About iProov
We work with some of the world’s most trusted organisations — from the US Department of Homeland Security to the UK Home Office, NHS, UBS, Eurostar, and several global governments.
Our mission is simple: to make the digital world a safer place. We are proud to cultivate a diverse and inclusive culture, where innovation thrives and everyone can grow.
Key Responsibilities
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Act as the initial contact for customer/partner technical queries
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Triage and provide 1st-line support via ticketing system
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Troubleshoot issues and escalate to 2nd/3rd-line support where necessary
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Assist in maintaining and updating the customer knowledge base
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Communicate incidents and status updates to relevant stakeholders
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Conduct root cause analysis and propose long-term fixes (Problem Management)
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Chair regular problem review boards and track internal service improvements
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Collaborate with internal teams to resolve cross-functional issues
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Support internal/external audits as needed
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Assist with Appian platform fixes (after onboarding) under mentorship
What We’re Looking For
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Experience in a customer support, service desk, or operations role
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Strong problem-solving skills and attention to detail
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Clear, professional communication (written & verbal)
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Strong multitasking and task prioritisation in a fast-paced environment
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Familiarity with Microsoft Office and modern support tools
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Data-driven mindset with analytical capabilities
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Enthusiastic learner with a team-first approach
Bonus Skills (Not Essential):
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Basic knowledge of Appian platform and objects
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Appian Associate Developer certification
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Interest in process automation and business applications
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Basic understanding of databases and data modelling
Benefits at iProov
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25 days annual leave + bank holidays (plus service-based bonus leave)
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Company bonus (10%) & equity via Growth Shares
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Flexible hybrid working & overseas work option (up to 2 weeks/year)
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Life assurance & pension (5% employee / 3% employer)
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Private health via Vitality (incl. dental, optical, audiology)
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SmartHealth access (Private GP, mental health support, nutrition plans)
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Enhanced family leave & paid parental leave
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Salary sacrifice: Cycle to Work, Electric Car, Nursery schemes
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Free coffee/snacks in WeWork & access to WeWork perks
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Discounts through Vitality (gyms, tech, food, travel, etc.)
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Award-winning learning & development platform with personal training budget
Note: Role may require UK Security Clearance, dependent on eligibility.
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