L2/L3 Support Engineer – Document Publishing AMS

Infosys Limited; Stevenage; On-site; GBP 55,000 - 75,000; Full time

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. You will handle 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,

Qualifications

• AMS experience in a managed services or enterprise support environment.
• Understanding of ITIL-aligned incident, problem, change and release processes.
• Hands-on AMS/application support for enterprise applications.
• Experience with multiple COTS/business apps; familiarity with specified tools is a plus.
• Proficient in ITSM/ticketing tools and CMDB practices; strong reporting skills.

Responsibilities

• Provide L2/L3 AMS support across COTS and enterprise apps with SLA adherence.
• Triage, diagnose, resolve incidents and communicate updates to users.
• Perform root cause analysis and implement preventive actions via problem management.
• Coordinate changes, releases, RFCs, CAB support and post-implementation checks.
• Maintain operational docs, runbooks and knowledge articles.
• Collaborate with vendors, security and infrastructure teams to manage dependencies.
• Monitor health, manage certificates, patches and license reporting.
• Analyze logs and support integrations, APIs and data interfaces.

Skills

AMS experience

ITIL/ITSM

CMDB management

Incident management

Problem management

Service request handling

Log analysis

Patch management

SQL basics

Vendor coordination

Onsite/offshore delivery

Tools

Boeing Spectrum Publisher Inmedius

RWS XPP

TrilogiView

TrilogiBuild

MediaWiki

XML

XSLT

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. You will handle 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,