A&D COTS Apps L2/L3 Support Engineer – CAD/MBSE

Infosys Limited; Stevenage; On-site; GBP 50,000 - 80,000; Full time

Job summary

Infosys is seeking a L2/L2/L3 support engineer to provide technical support for a portfolio of COTS engineering applications across CAD, ALM, MBSE, and simulation tools in the Aerospace & Defense and Engineering domains. Based in Stevenage, UK, you will work within the IOT unit, handling incidents, RCA, and deployments.

The role requires ITIL-aligned service management, stakeholder coordination, and continuous improvement, with opportunities to lead major outages and vendor interactions.

Qualifications

• Provide L2/L3 support for engineering applications and integrations.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring problems.
• Ensure SLA compliance for incident response and resolution.
• Coordinate major incident resolution and provide technical leadership during outages.
• Assist with upgrades, patches, and application migrations.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Conduct Knowledge Transfer (KT) sessions.
• Identify automation opportunities and process improvements.
• Support transition, onboarding, and stabilization of new applications into AMS.

Skills

ITIL Incident, Problem, Change, and 释放

Database

Scripting

COTS Aerospace & Defence familiarity

Aerospace & Defence domain knowledge

Tools

Creo Parametric, Creo View & Creo Illustrate

MATLAB administration

Arbortext Aerospace & Defense configuration

IBM Engineering Lifecycle Manager

IBM DOORS Requirements Management

Cameo Teamwork Cloud / MBSE tools

E3 Cable troubleshooting

MOOD system administration

Job description

Infosys is seeking a L2/L2/L3 support engineer to provide technical support for a portfolio of COTS engineering applications across CAD, ALM, MBSE, and simulation tools in the Aerospace & Defense and Engineering domains. Based in Stevenage, UK, you will work within the IOT unit, handling incidents, RCA, and deployments.

The role requires ITIL-aligned service management, stakeholder coordination, and continuous improvement, with opportunities to lead major outages and vendor interactions.