remote
Microsoft Platform Support Engineer Stevenage, UK - Infosys
Software Engineer
We're looking for a Software Engineer focused on delivering exceptional customer experiences. This mid level role requires 3+ years of relevant experience.
About the role
- 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 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 SharePoint, SharpCloud, Visiativ, Pro-Sapien, Power BI or similar is preferred.
- Microsoft 365 Administration and Power BI Administration are preferred
- Basic SQL and user access management knowledge is good to have
- 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.