E-Solutions
L2/L3 Support Engineer (Aerospace)
Bristol
Posted about 20 hours ago
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Role: L2/L3 Support Engineer (Aerospace)
Location: Bristol, UK
Type: Permanent / Full-Time
Key Responsibilities
Application Support & Operations
- Provide L2/L3 technical 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 resolutions for recurring issues.
- Monitor application availability, performance, and overall environment health.
- 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 related compliance requirements.
- Support environment validation, configuration management, and release activities.
- Maintain integrations between engineering applications and connected enterprise platforms.
Service Management
- Ensure compliance with agreed SLAs for incident response and resolution.
- Drive Problem Management, Change Management, and Release Management activities.
- Maintain support documentation, SOPs, knowledge articles, and operational runbooks.
- Participate in CAB meetings, planned maintenance, and service improvement activities.
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Stakeholder & Vendor Management
- Act as a primary technical escalation point for customers and support teams.
- Coordinate with software vendors to investigate and resolve complex technical issues.
- Conduct service review meetings and provide regular technical and operational status reporting.
- Collaborate with other support teams, engineering functions, and business key users.
Leadership & Continuous Improvement
- Conduct Knowledge Transfer (KT) sessions and technical enablement activities.
- Identify opportunities for automation, tooling, and process optimization.
- Support the transition, onboarding, and stabilization of new applications into Application Management Services (AMS).
- Promote standardization, operational excellence, and continuous service improvement.
Required Technical Skills
Primary Skills
- IBM Engineering Lifecycle Management (ELM)
- IBM DOORS Next
- ELM integrations and environment management
- MATLAB administration and troubleshooting
- Creo Parametric administration and troubleshooting
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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, configuration, and integrations
- MATLAB and Simulink platform support
- Creo administration and deployment management
- Database fundamentals, including SQL Server and/or Oracle
- Scripting and automation knowledge using PowerShell, APIs, and/or Python
Experience Requirements
- Experience supporting CAD, engineering, or Aerospace & Defense applications.
- Experience in a Technical Lead or equivalent senior technical role.
- Proven experience working in global AMS environments with SLA/KPI-driven support models.
- Strong customer-facing, communication, escalation management, and stakeholder management skills.
- Experience supporting enterprise engineering application environments and complex integrations.
Preferred Certifications
- ITIL Foundation / ITIL 4
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Skills
IBM ELM
IBM DOORS Next
MATLAB
Creo Parametric
Root Cause Analysis
SLA Management
Problem Management
Change Management
Release Management
SQL Server
Oracle
PowerShell
Python
ITIL
Application Support
Stakeholder Management
Location