Avance Consulting
COTS Application Support
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Role – Senior Consultant – AMS OpenText COTS Application Support
Technology
- OpenText
- Application Management Services (AMS)
- COTS Management
- ITIL L2/L3 Support
Location
- Stevenage, UK
Job Description
Your role
In the role of Senior Consultant – AMS COTS Application Support, you will provide experienced L2/L3 support for multiple Commercial-Off-The-Shelf (COTS) and enterprise applications in an AMS environment. You will be responsible for stable operations, incident and problem resolution, service request fulfilment, change and release coordination, vendor/third-party collaboration, and operational documentation. The role is based in Stevenage, UK and requires eligibility to hold BPSS and SC clearance for access to Official Sensitive applications and customer environments.
Responsibilities
- Providing L2 support for OpenText solutions, such as OpenText Content Server, Extended ECM, Document Management, Archive Center, ApplicationXtender, OpenText Cloud, or related platforms
- 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.
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Required
Domain knowledge
- 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.
- Aerospace, Defence, manufacturing or regulated-industry experience is desirable.
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Technical knowledge
- Minimum 8–10 years of relevant IT experience, including hands-on AMS/application support for enterprise applications.
- Strong experience providing L2 support for OpenText solutions, such as OpenText Content Server, Extended ECM, Document Management, Archive Center, ApplicationXtender, OpenText Cloud, or related platforms.
- Experience supporting multiple COTS/business applications; exposure to tools such as Tungsten Automation AP/AR, C-Cure Access Control, Ivanti ISM & Xtraction, Solix, Systran, MatterMost or similar is preferred.
- 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, including OpenText support teams.
- Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking and service account governance.
- Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers and application interfaces.
- Basic SQL skills and SaaS platform support knowledge is good to have.
- Experience working with onsite, offshore and third-party teams in a structured support model.
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