Job description
Role – Middleware COTS application support engineerTechnology – TIBCO/ SLM/ Tracker & Simplicio Location – Stevenage, UKBusiness Unit – MFGADMCompensation – Competitive (including bonus)Job SummaryWe are seeking a highly skilled Middleware application support engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction.The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services. The role requires strong knowledge of ITIL/ITSM processes, CMDB management, Middleware application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.Please note: Visa sponsorship is not available for this position. Applicants must have the right to work in the UK.Location & Security Requirements
RoleTechnologyTIBCO/ SLM/ Tracker & SimplicioTIBCO/ SLM/ Tracker & SimplicioTIBCO/ SLM/ Tracker & SimplicioTIBCO/ SLM/ Tracker & SimplicioLocationBusiness UnitCompensationJob SummaryMiddleware application support engineerLocation & Security Requirements- 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 such as TIBCO, SLM, Tracker & Simplicio, 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.
- Proven experience supporting multiple COTS/business middleware applications such as TIBCO, SLM, Tracker & Simplicio or similar.
- 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.
- API Integration and Message Queues 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.
- 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.
- Experience working with onsite, offshore and third-party teams in a structured support model.
- Aerospace, defence, manufacturing or regulated-industry experience is desirable.
- Application development experience is preferred
- High analytical skills
- A high degree of initiative, flexibility and adaptability
- High customer orientation
- Good team engaging skills
- Quality awareness
- Good verbal and written communication skills
- Transparency and Integrity