Senior Microsoft Platform Support Engineer (L2/L3)

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

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.