Senior L2/L3 AMS Engineer - Document Publishing COTS

Avance Consulting Europe Limited; Stevenage; On-site; GBP 40,000 - 62,000; Full time

Job summary

Avance Consulting Europe Limited in Stevenage, UK, is seeking a skilled L2/L3 Support Engineer to provide advanced AMS across enterprise IT systems and COTS applications. The role focuses on incident resolution, platform administration, and SLA-driven support.

The successful candidate will act as an escalation point, coordinating with vendors, infrastructure teams, and application owners to maintain reliable operations, with strong ITIL/ITSM, CMDB practices, and reporting capabilities.

Qualifications

• AMS experience in managed services or enterprise support.
• ITIL-aligned incident, problem, change, release, service request, and configuration management processes.
• Hands-on AMS/application support for enterprise applications.
• Experience with multiple COTS/business applications and related tools.
• XSLT and XML knowledge preferred.
• Document publishing workflow knowledge; Aerospace documentation experience is a plus.
• Strong troubleshooting across application, interface, data, access, configuration and environment issues.
• Familiar with ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, and dashboards.
• Ability to analyze logs and coordinate with infrastructure, database and security teams.
• Experience working with onsite, offshore and third-party teams in a structured support model.

Responsibilities

• Provide L2/L3 AMS support for multiple COTS and enterprise applications.
• Triage, diagnose, and resolve incidents; communicate status to users and stakeholders.
• Perform root cause analysis for recurring incidents and document findings.
• Support service requests including access, configuration, data updates and maintenance.
• Coordinate change and release activities with CAB and deployment validation.
• Maintain operation docs: SOPs, runbooks, knowledge articles, handover artefacts.
• Collaborate with vendors, Service Desk, infra, security and business teams.
• Support monitoring, health checks, patching, and license reporting.
• Contribute to service improvements through trends and automation.
• Work with cross-functional teams to ensure SLA adherence and service continuity.

Skills

AMS support

ITIL/ITSM

COTS application support

Troubleshooting

ITSM tools/CMDB

Log analysis

Tools

Boeing Spectrum Publisher Inmedius

RWS XPP

TrilogiView

TrilogiBuild

MediaWiki

Job description

Avance Consulting Europe Limited in Stevenage, UK, is seeking a skilled L2/L3 Support Engineer to provide advanced AMS across enterprise IT systems and COTS applications. The role focuses on incident resolution, platform administration, and SLA-driven support.

The successful candidate will act as an escalation point, coordinating with vendors, infrastructure teams, and application owners to maintain reliable operations, with strong ITIL/ITSM, CMDB practices, and reporting capabilities.