Senior AMS Support Engineer — Enterprise Applications

Infosys; Stevenage; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Bonus

Job summary

Infosys in Stevenage, UK seeks 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, platform administration, and technical troubleshooting to ensure high availability and user satisfaction.

The role requires ITIL/ITSM knowledge, CMDB management, and collaboration with vendors and internal teams to maintain robust operational support within SLA commitments.

Qualifications

• 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.
• Hands-on AMS/application support for enterprise applications.
• Experience supporting multiple COTS/business applications with exposure to listed tools.

Responsibilities

• Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring SLA adherence.
• Triage, diagnose and resolve incidents; communicate with users throughout ticket lifecycle.
• Perform root cause analysis for recurring incidents and implement preventive actions.
• Support service requests including access, configuration, data updates, and housekeeping.
• Coordinate change and release activities including CAB support and deployment validation.
• Maintain operational documentation and runbooks for handover.
• Collaborate with vendors, security and operations to manage dependencies.

Skills

ITIL

ITSM

CMDB management

Application administration

Incident resolution

Problem management

SLA reporting

Tools

Boeing Spectrum Publisher Inmedius

RWS XPP

TrilogiView

TrilogiBuild

MediaWiki

Job description

Infosys in Stevenage, UK seeks 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, platform administration, and technical troubleshooting to ensure high availability and user satisfaction.

The role requires ITIL/ITSM knowledge, CMDB management, and collaboration with vendors and internal teams to maintain robust operational support within SLA commitments.