Operations Support with Troubleshoot

Harvey Nash Group; West End; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading consulting firm is seeking an experienced Solutions Consultant to support operations within the News Ecosystem. This hybrid role, based in London, involves managing project planning, supporting existing products, and troubleshooting issues. Ideal candidates will demonstrate strong vendor management skills and excel in a client-facing environment. The position offers the opportunity to work closely with internal teams and contributes to business efficiency initiatives.

Qualifications

• Proven expertise in vendor management required.
• Strong troubleshooting and problem-solving skills needed.
• Experience with alpha and beta management is a plus.

Responsibilities

• Manage project planning, status reporting, and documentation.
• Support creation and updating of content with effective documentation.
• Identify trends of solution issues and propose options.

Skills

Vendor Management

Troubleshooting

Client Management

Escalation Handling

Windows Operations Support

Job description

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 (e.g., 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 (e.g., 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