AMS OpenText COTS Application Support

Role – Senior Consultant – AMS Open Text COTS Application Support

Technology – Open Text, Application Management Services (AMS), COTS Management, ITIL L2/L3 Support

Location – Stevenage (UK)

Business Unit – MFGADM

Compensation – Competitive (including bonus)

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still. We will inspire you to build what’s next and navigate further together. Our journey of learnability, values and trusted relationships with our clients continues to be the cornerstone of our organisation, and these values are upheld by our people.

In the role of Senior Associate Consultant – AMS COTS Application Support, you will provide experienced L2/L3 support for multiple Commercial-Off-The-Shelf (COTS) and enterprise applications in an AMS environment. You will be responsible for stable operations, incident and problem resolution, service request fulfilment, change and release coordination, vendor/third-party collaboration, and operational documentation. The role is based in Stevenage, UK and requires eligibility to hold BPSS and SC clearance for access to Official Sensitive applications and customer environments.

• Providing L2 support for Open Text solutions, such as Open Text Content Server, Extended ECM, Document Management, Archive Center, Application Xtender, Open Text Cloud, or related platforms
• Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes.
• Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users and stakeholders throughout the ticket lifecycle.
• Perform root cause analysis for recurring/major incidents, document findings, maintain known error records and implement preventive actions through problem management.
• Support service requests covering access, configuration, data updates, application housekeeping and catalogue-driven fulfilment.
• Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation, back-out planning and post-implementation checks.
• Maintain operational documentation including SOPs, runbooks, knowledge articles, support models, configuration records and handover artefacts.
• Work closely with product vendors, third-party suppliers, Service Desk, infrastructure, security and business teams to manage dependencies and restoration paths.
• Support monitoring, health checks, certificate/service account tracking, vulnerability remediation, patching coordination and license/renewal reporting where applicable.
• Contribute to service improvement through trend analysis, automation opportunities, backlog reduction, knowledge reuse and operational reporting.

• Domain knowledge
• Application Management Services (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.
• Aerospace, Defence, manufacturing or regulated-industry experience is desirable.

• Minimum 8-10 years of relevant IT experience, including hands‑on AMS/application support for enterprise applications.
• Strong experience providing L2 support for Open Text solutions, such as Open Text Content Server, Extended ECM, Document Management, Archive Center, Application Xtender, Open Text Cloud, or related platforms.
• Experience supporting multiple COTS/business applications; exposure to tools such as Tungsten Automation AP/AR, C-Cure Access Control, Ivanti ISM & Xtraction, Solix, Systran, Matter Most or similar is preferred.
• Strong troubleshooting skills across application, interface, data, access, configuration and environment issues.
• Working knowledge of ITSM/ticketing tools, CMDB…