Sr. Consultant - Aerospace & Defence COTS Packages

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

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.

Location & Security Requirements

• Candidate must be a UK National due to the nature of the customer environment and security requirements.
• Candidates who have previously held Security Check (SC) and/or DV security clearance or are eligible to obtain SC and/or DV Clearance will be preferred.
• Candidate 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.

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.
• Maintain integrations between engineering applications and connected platforms.

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.

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