At a Glance
- Tasks: Provide advanced support for enterprise IT systems and critical applications.
- Company: Join Infosys, a global leader in digital services and consulting.
- Benefits: Competitive salary, bonus opportunities, and a commitment to diversity.
- Other info: Great career growth opportunities and a collaborative team culture.
- Why this job: Make a real impact by solving complex technical issues in a dynamic environment.
- Qualifications: Experience in application support and knowledge of ITIL processes required.
The predicted salary is between 40000 - 50000 £ per year.
- Role
- L2/L3 Support Engineer, Project & Resource Management COTs Applications
- Technology
- ITIL, ITSM/ticketing tools, CMDB practices
- Location
- Stevenage, UK
- Business Unit
- MFGADM
Compensation
- Competitive (including bonus)
- Job Summary
We are seeking a highly skilled L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications.
The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction.
The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services.
The role requires strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.
- Location & Security Requirements
- Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.
- 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.
- Role
- L2/L3 Support Engineer, Project & Resource Management COTs Applications
- Technology
- ITIL, ITSM/ticketing tools, CMDB practices
- Location
- Stevenage, UK
- Business Unit
- MFGADM
Compensation
- Competitive (including bonus)
- Job Summary
We are seeking a highly skilled L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications.
The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction.
The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services.
The role requires strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.
- Location & Security Requirements
- Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.
- 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
- Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes.
- Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users and stakeholders throughout the ticket lifecycle.
- Perform root cause analysis for recurring/major incidents, document findings, maintain known error records and implement preventive actions through problem management.
- Support service requests covering access, configuration, data updates, application housekeeping and catalogue-driven fulfilment.
- Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation, back-out planning and post-implementation checks.
- Maintain operational documentation including SOPs, runbooks, knowledge articles, support models, configuration records and handover artefacts.
- Work closely with product vendors, third‑party suppliers, Service Desk, infrastructure, security and business teams to manage dependencies and restoration paths.
- Support monitoring, health checks, certificate/service account tracking, vulnerability remediation, patching coordination and license/renewal reporting where applicable.
- Contribute to service improvement through trend analysis, automation opportunities, backlog reduction, knowledge reuse and operational reporting.
- Required Skills/Experience
- Application Management Services (AMS) experience in a managed services or enterprise support environment.
- Understanding of ITIL‑aligned incident, problem, change, release, service request, configuration and knowledge management processes.
- Relevant IT experience, including hands‑on AMS/application support for enterprise applications.
- Experience supporting multiple COTS/business applications; exposure to multiple tools such as Oracle Primavera, Oracle Unifier , Deviprop, Crown Workforce Management or similar is preferred.
- Basic Linux/Windows Server Administration knowledge
- Strong troubleshooting skills across application, interface, data, access, configuration and environment issues.
- Working knowledge of ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, dashboarding and operational governance.
- Ability to analyse logs, coordinate with infrastructure/database/security teams and manage dependencies with product vendors.
- Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking and service account governance.
- Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers and application interfaces.
- Experience working with onsite, offshore and third‑party teams in a structured support model.
- Preferred Experience
- Aerospace, defence, manufacturing or regulated‑industry experience is desirable.
- Personal Skills
- 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
- About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI.
We enable them with an AI‑first core, empower the business with agile digital at scale and drive continuous improvement with always‑on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem.
We are deeply committed to being a well‑governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
All aspects of employment at Infosys are based on merit, competence and performance.
We are committed to embracing diversity and creating an inclusive environment for all employees.
- Infosys is proud to be an equal opportunity employer
- #J-18808-Ljbffr
L2/L3 Support Engineer| Project & Resource Management COTS| Stevenage, UK employer: Infosys Limited
At Infosys, we pride ourselves on being an exceptional employer, particularly for the Quality Engineering Lead role in Leeds. Our vibrant work culture fosters collaboration and innovation, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career. With competitive compensation, including bonuses, and a focus on diversity and inclusion, we create a rewarding environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land L2/L3 Support Engineer| Project & Resource Management COTS| Stevenage, UK
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Infosys Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Infosys Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Infosys Limited!
✨Direct Apply to Infosys Limited
Let's not forget to apply directly through the Infosys Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace L2/L3 Support Engineer| Project & Resource Management COTS| Stevenage, UK
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Infosys Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Infosys Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Infosys Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
