Middleware Support Engineer – L2/L3 (Stevenage, UK)

About the role

We are looking for a skilled L2/L3 Middleware Support Engineer to join Infosys in Stevenage. The role will provide advanced application and platform support for enterprise IT systems, ensuring high availability, performance and user satisfaction.

Key responsibilities

• Provide L2/L3 Application Management Services (AMS) support across multiple COTS and enterprise applications, maintaining service continuity and SLA adherence.
• Triage, diagnose and resolve incidents; deliver work‑arounds when permanent fixes require change, and keep users informed throughout the ticket lifecycle.
• Perform root‑cause analysis for recurring or major incidents, document findings, maintain known error records and drive preventive actions through problem management.
• Handle 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 such as SOPs, runbooks, knowledge articles, support models, configuration records and hand‑over artefacts.
• Collaborate closely with product vendors, third‑party suppliers and internal infrastructure teams to resolve complex technical issues.

Required profile

• Strong knowledge of ITIL/ITSM processes and CMDB management.
• Experience delivering L2/L3 support for middleware and COTS applications.
• Ability to work under defined SLA commitments and communicate clearly with business stakeholders.
• Eligibility for Security Check (SC) clearance or willingness to obtain it.
• Based within reasonable commuting distance of Stevenage or willing to travel regularly to the site.

Required skills

• ITIL
• ITSM ticketing tools
• CMDB
• TIBCO
• SLM
• Tracker
• Simplicio
• COTS application administration
• L2/L3 support

What we offer

• Competitive compensation package including bonus.
• Opportunity to work with leading enterprise middleware technologies.
• Professional development and training.
• Supportive team environment focused on continuous improvement.