Operations Support with Troubleshoot

Job Title: Solutions Consultant or Operations Support
Location: London
Working Model: Hybrid (3 days onsite: Tuesday-Thursday)
Contract Duration: 8 months +

Job Summary

We are seeking an experienced Solutions Consultant to support and manage operations within the News Ecosystem. The ideal candidate will oversee Windows-based operations, support existing news products, assist with new product launches and act as a key point of contact between clients, vendors, and internal teams.

This role requires strong troubleshooting, Ticket-based user support client-facing skills, along with the ability to handle escalations and resolve complex issues efficiently.

Key Responsibilities:

• Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
• Support updating of existing solution content or create repeatable content (eg, best practices recommendations, tutorials, blog articles) and ensure effective documentation of repeatable solutions. Contribute to delivery of business efficiency plans (BEP), recognizes current inefficiencies and proposes options.
• Help identify trends of solution issues across users/partners/clients and collaborate with internal teams (eg, engineering) to mitigate risks in the future with some guidance.
• Handle 2-3 support tickets per day, performing in-depth troubleshooting and issue resolution

Required Skills & Experience:

• Proven expertise in Vendor Management
• Strong troubleshooting and problem-solving skills
• Experience with Alpha and beta management
• Excellent client management.
• Hands-on experience with escalation handling in a production environment
• Good understanding of Windows operations and support