L2​/L3-Support Engineer|Aerospace & Defense Engineering Cots Packages

Role – L2/L2 support engineer – Aerospace & Defense and Engineering COTS Packages

Technology – ITIL Incident, Problem, Change, and Release Management, Database, Scripting, familiarity with COTS products in Aerospace & Defence and Engineering

Location – Stevenage, UK

Business Unit – IOT

Compensation – Competitive (including bonus)

Job Summary

We are seeking a support engineer who will be responsible for providing Level 2 and Level 3 technical support for a portfolio of Commercial Off-The-Shelf (COTS) engineering applications and product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management and Simulation tools used across the Aerospace & Defense and Engineering domains.

Location & Security Requirements

Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred. Candidate 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.

Application Support & Operations

• Provide L2/L3 support for engineering applications and associated integrations.
• Analyze and resolve complex incidents, service requests, and application-related issues.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring problems.
• Manage application availability, performance monitoring, and health checks.
• Support upgrades, patches, hotfix deployments, and application migrations.
• Coordinate major incident resolution and provide technical leadership during critical outages.

Administration & Configuration

• Configure and maintain application environments, user access, roles, and permissions.
• Manage licenses, certificates, service accounts, and compliance requirements.
• Support environment validation, configuration management, and release activities.
• Maintain integrations between engineering applications and connected platforms.

Service Management

• Ensure SLA compliance for incident response and resolution.
• Drive Problem Management, Change Management, and Release Management activities.
• Maintain support documentation, SOPs, knowledge articles, and runbooks.
• Participate in CAB meetings and planned maintenance activities.

Stakeholder & Vendor Management

• Act as primary technical escalation point for customers and support teams.
• Coordinate with software vendors for issue resolution.
• Conduct regular service review meetings and provide status reporting to stakeholders.
• Collaborate with other support groups and business key users.

Leadership & Continuous Improvement

• Conduct Knowledge Transfer (KT) sessions.
• Identify automation opportunities and process improvements.
• Support transition, onboarding, and stabilization of new applications into AMS.

• Creo Parametric, Creo View and Creo Illustrate administration and troubleshooting
• MATLAB administration and troubleshooting
• Arbortext Aerospace & Defense configuration and support
• IBM Engineering Lifecycle Manager
• IBM DOORS Requirements Management
• Cameo Teamwork Cloud / MBSE tools
• E3 Cable troubleshooting
• MOOD system administration and support

• Application installation, upgrades, and patch management
• User and access management
• License management and compliance monitoring
• Integration troubleshooting and log analysis
• ITIL Incident, Problem, Change, and Release Management
• Database fundamentals (SQL Server/Oracle)
• Scripting (Power Shell, APIs, Python preferred)

• Strong hands-on experience supporting CAD or aerospace engineering applications.
• Experience working in global AMS environments with SLA/KPI-driven support models.
• Strong customer-facing and stakeholder management skills.

• ITIL Foundation / ITIL 4

• 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

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital…