L2/L3 AMS Engineer - COTS Apps & Resource Mgmt

Infosys Limited; Stevenage; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Bonus opportunities

Competitive compensation

Job summary

Infosys is 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

Qualifications

• AMS experience in managed services or enterprise support.
• ITIL-aligned incident, problem, change, release, service request, configuration and knowledge management processes.
• Hands-on AMS/application support for enterprise applications.
• Experience supporting multiple COTS/business applications; exposure to tools such as Oracle Primavera, Oracle Unifier, Deviprop, Crown Workforce Management.
• Basic Linux/Windows Server Administration knowledge.
• Strong troubleshooting across application, interface, data, access, configuration and environment issues.
• Working knowledge of ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, dashboarding and operational governance.
• SQL/database understanding and integrations, APIs, job scheduling and file transfers.

Responsibilities

• Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity and SLA adherence.
• Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and communicate with users and stakeholders throughout the ticket lifecycle.
• Perform root cause analysis for recurring/major incidents and implement preventive actions through problem management.
• Support service requests including access, configuration, data updates, and catalogue-driven fulfilment.
• Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation and back-out planning.
• Maintain operational documentation including SOPs, runbooks, knowledge articles and handover artefacts.
• Work with vendors, Service Desk, infrastructure, security and business teams to manage dependencies and restoration paths.
• Support monitoring, health checks, vulnerability remediation, patching coordination and license/renewal reporting where applicable.
• Contribute to service improvement through trend analysis, automation and operational reporting.

Skills

AMS experience

ITIL/ITSM

Troubleshooting

CMDB

Linux/Windows

SQL basics

Stakeholder management

Cross-team collaboration

Tools

Oracle Primavera

Oracle Unifier

Deviprop

Crown Workforce Management

Job description

Infosys is 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