Senior Middleware Support Engineer (L2/L3) - AMS & ITIL

Infosys; Stevenage; On-site; GBP 42,000 - 62,000; Full time

Job summary

Infosys in Stevenage, UK is seeking a seasoned L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role covers incident resolution, platform administration, and technical troubleshooting with a focus on high availability and SLA commitments.

The successful candidate will act as an escalation point, collaborating with vendors, infrastructure teams and application owners to maintain and enhance operational

Qualifications

• AMS experience in a managed/services environment.
• ITIL/ITSM incident, problem, change, release and service request knowledge.
• Hands-on AMS/application support for enterprise apps.
• Experience supporting multiple COTS/business apps; exposure to TIBCO, SLM, Tracker or Simplicio is preferred.
• APIs and Message Queues knowledge is a plus.
• Strong troubleshooting across application, interface, data, access, configuration and environment.
• Familiarity with ITSM/ticketing tools, CMDB practices, SLA/KPI reporting and dashboards.
• Ability to analyse logs and coordinate with infrastructure/security teams.

Responsibilities

• Provide L2/L3 AMS support for multiple COTS/enterprise applications, ensuring SLA adherence and high-quality resolutions.
• Triage, diagnose and resolve incidents; provide workarounds where fixes require changes.
• Perform root cause analysis for major incidents; document findings and implement preventive actions.
• Support service requests related to access, config, data updates and housekeeping.
• Coordinate change and release activities including RFCs and CAB support; ensure post-implementation checks.

Skills

AMS experience

ITIL/ITSM

CMDB practices

Troubleshooting

APIs & Message Queues

IT service governance

Communication

Stakeholder management

Onsite collaboration

Vendor coordination

Tools

TIBCO

SLM

Tracker

Simplicio

Job description

Infosys in Stevenage, UK is seeking a seasoned L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role covers incident resolution, platform administration, and technical troubleshooting with a focus on high availability and SLA commitments.

The successful candidate will act as an escalation point, collaborating with vendors, infrastructure teams and application owners to maintain and enhance operational