Technical Support Lead

Job Description :

Role – L2/L2 support engineer-Aerospace & Defense and Engineering COTS Packages

Technology – ITIL Incident, Problem, Change, and Release Management, Database, Scripting, familiarity with COTS products in Aerospace & Defence and Engineering

Location – Stevenage, UK

Business Unit – IOT

Compensation – Competitive (including bonus)

Role Summary - Technical Lead (Engineering COTS Applications)

Technical Lead will be responsible for providing Level 2 and Level 3 technical support for a portfolio of Commercial Off-The-Shelf (COTS) engineering applications, with a primary focus on MATLAB, IBM Engineering Lifecycle Management (ELM), and Creo Parametric. The role will also support related product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management, and Simulation tools used across Aerospace & Defense and Engineering environments.

Key Responsibilities

• Application Support & Operations
• Provide L2/L3 support for engineering applications and associated integrations.
• Analyze and resolve complex incidents, service requests, and application-related issues.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring problems.
• Manage application availability, performance monitoring, and health checks.
• Support upgrades, patches, hotfix deployments, and application migrations.
• Coordinate major incident resolution and provide technical leadership during critical outages.

Administration & Configuration

• Configure and maintain application environments, user access, roles, and permissions.
• Manage licenses, certificates, service accounts, and compliance requirements.
• Support environment validation, configuration management, and release activities.

Service Management

• Ensure SLA compliance for incident response and resolution.
• Drive Problem Management, Change Management, and Release Management activities.
• Maintain support documentation, SOPs, knowledge articles, and runbooks.
• Participate in CAB meetings and planned maintenance activities.

Stakeholder & Vendor Management

• Act as primary technical escalation point for customers and support teams.
• Coordinate with software vendors for issue resolution.
• Conduct regular service review meetings and provide status reporting to stakeholders.
• Collaborate with other support groups and business key users.

Leadership & Continuous Improvement

• Conduct Knowledge Transfer (KT) sessions.
• Identify automation opportunities and process improvements.
• Support transition, onboarding, and stabilization of new applications into AMS.

Required Technical Skills

Primary Skills:

• IBM Engineering Lifecycle Management (ELM)
• DOORS Next
• ELM integrations and environment management
• MATLAB administration and troubleshooting
• Creo Parametric administration and troubleshooting

Secondary Skills (Good to Have)

• Arbortext Aerospace & Defense configuration and support
• IBM DOORS Requirements Management
• Cameo Teamwork Cloud / MBSE tools
• E3 Cable troubleshooting
• MOOD system administration and support

Technical Competencies

• IBM ELM administration and integrations
• MATLAB and Simulink platform support
• Creo administration and deployment management
• Database fundamentals (SQL Server/Oracle)
• Good to have Scripting knowledge (PowerShell, APIs, Python preferred)

Experience Requirements

• 8–12+ years of experience supporting CAD or aerospace engineering applications.
• Minimum 3–5 years in a Technical Lead role.
• Experience working in global AMS environments with SLA/KPI-driven support models.
• Strong customer-facing and stakeholder management skills.

Preferred / Good to Have Certifications

• ITIL Foundation / ITIL 4

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

About Infosys

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