Role – L2/L2 support engineer-Aerospace & Defense and Engineering COTS Packages
Technology – ITIL Incident, Problem, Change, and Release Management, Database, Scripting, familiarity with COTS products in Aerospace & Defence and Engineering
Location – Stevenage, UK
Job Summary
We are seeking a support engineer who will be responsible for providing Level 2 and Level 3 technical support for a portfolio of Commercial Off-The-Shelf (COTS) engineering applications and product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management and Simulation tools used across the Aerospace & Defense and Engineering domains.
Location & Security Requirements
Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.
Candidate should be based within reasonable commuting distance of Stevenage, United Kingdom, or be willing to travel regularly to the Stevenage office/customer site as required.
Key Responsibilities
Application Support & Operations
Provide L2/L3 support for engineering applications and associated integrations.
Analyze and resolve complex incidents, service requests, and application-related issues.
Perform root cause analysis (RCA) and implement permanent fixes for recurring problems.
Manage application availability, performance monitoring, and health checks.
Support upgrades, patches, hotfix deployments, and application migrations.
Coordinate major incident resolution and provide technical leadership during critical outages.
Administration & Configuration
Configure and maintain application environments, user access, roles, and permissions.
Manage licenses, certificates, service accounts, and compliance requirements.
Support environment validation, configuration management, and release activities.
Maintain integrations between engineering applications and connected platforms.
Service Management
Ensure SLA compliance for incident response and resolution.
Drive Problem Management, Change Management, and Release Management activities.
Maintain support documentation, SOPs, knowledge articles, and runbooks.
Participate in CAB meetings and planned maintenance activities.
Stakeholder & Vendor Management
Act as primary technical escalation point for customers and support teams.
Coordinate with software vendors for issue resolution.
Conduct regular service review meetings and provide status reporting to stakeholders.
Collaborate with other support groups and business key users.
Leadership & Continuous Improvement
Conduct Knowledge Transfer (KT) sessions.
Identify automation opportunities and process improvements.
Support transition, onboarding, and stabilization of new applications into AMS.
Required Technical Skills
Creo Parametric, Creo View and Creo Illustrate administration and troubleshooting
MATLAB administration and troubleshooting
Arbortext Aerospace & Defense configuration and support
IBM Engineering Lifecycle Manager
IBM DOORS Requirements Management
Cameo Teamwork Cloud / MBSE tools
E3 Cable troubleshooting
MOOD system administration and support
Technical Competencies
Application installation, upgrades, and patch management
User and access management
License management and compliance monitoring
Integration troubleshooting and log analysis
ITIL Incident, Problem, Change, and Release Management
Database fundamentals (SQL Server/Oracle)
Scripting (PowerShell, APIs, Python preferred)
Experience Requirements
Strong hands-on experience supporting CAD or aerospace engineering applications.
Experience working in global AMS environments with SLA/KPI-driven support models.
Strong customer-facing and stakeholder management skills.
Preferred / Good to Have Certifications
ITIL Foundation / ITIL 4
Personal Skills
Besides the professional qualifications, we respect and place equal importance to the candidate’s personality which facilitates success in customer environments. Few traits we look for are:
High analytical skills
A high degree of initiative, flexibility and adaptability
High customer orientation
Good team engaging skills
Quality awareness
Good verbal and written communication skills
Transparency and Integrity
Sr. Consultant - Aerospace & Defence COTS Packages in Stevenage employer: Infosys Europe
Located in the vibrant Canary Wharf area of London, our company offers a dynamic work environment that fosters collaboration and innovation. We prioritise employee growth through continuous learning opportunities and a supportive culture that values diversity and inclusion. With hybrid work options and a focus on work-life balance, we empower our team to thrive both professionally and personally while contributing to impactful insurance transformation projects.
