Senior Consultant – 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

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 practices, SLA/KPI reporting, dashboarding and operational governance.

• Ability to analyse logs, coordinate with infrastructure/database/security teams and manage dependencies with product vendors, including Open Text support teams.

• Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking and service account governance.

• Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers and application interfaces.

• Basic SQL skills and SaaS platform support knowledge is good to have.

• Experience working with onsite, offshore and third-party teams in a structured support model.