Consultant - AMS COTS Application Support

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., * 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.
• Aerospace, Defence, manufacturing or regulated-industry experience is desirable.

Technical knowledge

• Minimum 8-10 years of relevant IT experience, including hands-on AMS/application support for enterprise applications.
• Strong experience providing L2 support for OpenText solutions, such as OpenText Content Server, Extended ECM, Document Management, Archive Center, ApplicationXtender, OpenText 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, MatterMost 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 OpenText 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.

Other skills

• Eligible to obtain/hold BPSS and SC clearance to comply with customer security, site access, confidentiality and data-handling requirements.
• Strong stakeholder communication, service ownership, prioritisation and escalation management skills.
• Ability to work from Stevenage, UK as required by customer/on-site delivery needs.
• Comfortable supporting core UK business hours with flexibility for planned production changes and critical incident support when required.
• Identify new opportunities in existing accounts as gaps become evident during service delivery

Personal Skills Besides the professional qualifications, we respect and place equal importance to the candidate’s personality which facilitates success in customer environments. Few traits we look for are:

• 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

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., Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer