L2/L3 Support Engineer| Project & Resource Management COTS| Stevenage, UK

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.

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.

Relevant IT experience, including hands-on AMS/application support for enterprise applications.

Experience supporting multiple COTS/business applications; exposure to multiple tools such as Oracle Primavera, Oracle Unifier , Deviprop, Crown Workforce Management or similar is preferred.

Basic Linux/Windows Server Administration knowledge

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.

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.

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

Aerospace, defence, manufacturing or regulated-industry experience is desirable.

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