L2​/L3 Support Engineer| Project & Resource Management COTS

Role – L2/L3 Support Engineer, Project & Resource Management COTs Applications
Technology – ITIL, ITSM/ticketing tools, CMDB practices
Location – Stevenage, UK
Business Unit – MFGADM
Compensation – Competitive (including bonus)

Job Summary We are seeking a highly skilled L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction. The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services.

The role requires strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.

Location & Security Requirements

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

Role – L2/L3 Support Engineer, Project & Resource Management COTs Applications
Technology – ITIL, ITSM/ticketing tools, CMDB practices
Location – Stevenage, UK
Business Unit – MFGADM
Compensation – Competitive (including bonus)

Job Summary We are seeking a highly skilled L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction. The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services.

The role requires strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.

Location & Security Requirements

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

• 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…