Job Description:
As a specialist in electronics and software for the past 20 years, in-tech, an Infosys Company is a dynamic, fast-growing engineering company headquartered in Munich, Germany employing around 2350 employees globally across 20 project locations in 8 countries.
in-tech develops innovative engineering solutions for the automotive, rail, aerospace, defence, and industrial sectors.
We are looking for 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 and product development applications, including CAD, ALM, MBSE (Model-Based Systems Engineering), Requirements Management and Simulation tools used across the Aerospace & Defense and Engineering domains.
Location: Stevenage, United Kingdom (onsite)
Key Responsibilities:
- Provide L2/L3 support for engineering applications (e.g., Creo, MATLAB, IBM ELM/DOORS, Cameo, E3 Cable, MOOD) and associated integrations.
- Analyse and resolve complex incidents, service requests, and application-related issues within agreed SLAs.
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring problems.
- Manage application availability, performance monitoring, health checks, and capacity considerations.
- Plan and support application installations, upgrades, patches, hotfix deployments, and migrations.
- Configure and maintain application environments, including user access, roles, permissions, licenses, certificates, and service accounts.
- Ensure adherence to ITIL processes, driving Incident, Problem, Change, and Release Management activities.
- Maintain and enhance integrations between engineering applications and connected platforms, including log analysis and integration troubleshooting.
- Create and maintain support documentation, SOPs, knowledge articles, and runbooks; conduct Knowledge Transfer (KT) sessions.
- Act as the primary technical escalation point for customers and internal support teams; coordinate with vendors for issue resolution.
- Participate in CAB meetings, planned maintenance activities, and regular service review sessions, providing status reporting to stakeholders.
- Identify automation opportunities, process improvements, and support transition/onboarding/stabilization of new applications into the AMS landscape.
Requirements:
- Must be a UK National, based within reasonable commuting distance of Stevenage or willing to travel regularly to the Stevenage office/customer site.
- Eligibility to obtain UK Security Check (SC) and/or Developed Vetting (DV) clearance; prior SC/DV clearance is highly preferred.
- 8–12+ years of experience supporting CAD or aerospace engineering applications in global AMS environments.
- Minimum 3–5 years in a Technical Lead or similar senior support role, with proven ownership of application support and operations.
- Hands-on administration and troubleshooting experience with Creo Parametric, Creo View, Creo Illustrate, and MATLAB.
- Experience with Arbortext Aerospace & Defense, IBM Engineering Lifecycle Manager, IBM DOORS, Cameo Teamwork Cloud/MBSE tools, E3 Cable, and MOOD system administration/support.
- Strong technical competencies in application installation, upgrades, patch management, user/access management, license management, and compliance monitoring.
- Good understanding of database fundamentals (SQL Server and/or Oracle), including basic querying and performance awareness.
- Scripting experience (PowerShell, APIs, Python preferred) for automation, reporting, and operational improvements.
- Demonstrable experience working in SLA/KPI-driven support models, with strong customer-facing and stakeholder management skills.
- Familiarity with ITIL-based processes; ITIL Foundation/ITIL 4 certification preferred.
- Bachelor’s or master’s degree in mechanical engineering, Aerospace Engineering, or a related technical discipline.
Important Note:Candidate must be a UK National due to the nature of the customer environment and associated security requirements.
If you are interested, please share your CV across to sharonsantosh.ninan@infosys.com OR you can attach it here.