Microsoft Platform Support Engineer| Stevenage, UK

Infosys Limited; Stevenage; On-site; GBP 45,000 - 65,000; Full time

Job summary

Infosys in Stevenage is seeking a 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, platform administration, and reporting while ensuring high availability and SLA adherence. The role emphasizes ITIL practices, CMDB management, and collaboration with vendors and internal teams to improve service quality.

Qualifications

• Experience in AMS/support for enterprise applications.
• Familiarity with ITIL-aligned incident, problem, change, release and service request processes.
• Hands-on AMS/application support across multiple enterprise apps.

Responsibilities

• Provide L2/L3 AMS support for multiple enterprise applications, ensuring SLA adherence.
• Triasge, diagnose incidents, and communicate workarounds while avoiding business impact.
• Perform root cause analysis for major incidents and document findings for preventive actions.
• Handle service requests including access, configuration, data updates, and housekeeping.
• Coordinate changes and releases with CAB support; validate deployments and back-out plans.
• Maintain SOPs, runbooks and knowledge articles to support operations.
• Collaborate with vendors, service desks and infrastructure teams to manage dependencies.
• Assist in monitoring, health checks, and license/renewal reporting as needed.
• Contribute to service improvements via trend analysis and automation opportunities.

Skills

AMS experience

ITIL/ITSM

CMDB knowledge

Troubleshooting

Power BI administration

SharePoint

SQL basics

Team collaboration

Vendor coordination

On-call / incident handling

Tools

SharePoint

SharpCloud

Visiativ

Pro-Sapien

Power BI

M365 Administration

Job description

Role – L2/L3 Support Engineer, Microsoft Platform
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, Microsoft Platform
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 SharePoint, SharpCloud, Visiativ, Pro‑Sapien, Power BI or similar is preferred.
• Microsoft 365 Administration and Power BI Administration are preferred
• Basic SQL and user access management knowledge is good to have
• 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

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

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