FDM4 L3 Analyst – ERP Production Support

About the role

This position provides Level 3 production support for critical ERP applications used in retail operations. The analyst will lead incident response, ensure system reliability, and prepare the platform for high‑traffic periods such as holidays.

Key responsibilities

• Lead L3 production support for FDM4 (or similar) ERP systems.
• Own incident bridges, triage, work‑around creation, root‑cause analysis and post‑mortem documentation.
• Monitor application health using tools like New Relic, AWS CloudWatch, Nagios or ProTop.
• Mentor a 24 × 7 L2 SRE team, develop SOPs, runbooks and knowledge‑transfer material.
• Improve alerting, automate repetitive tasks and reduce alert noise.
• Drive ERP readiness for peak retail periods, including holiday preparation and execution.
• Collaborate with business stakeholders to prioritize incidents and production changes.

Required profile

• Proven experience in application operations and L3 ERP support, preferably with FDM4 or comparable retail ERP platforms.
• Strong background in incident leadership, RCA, and escalation processes.
• Experience supporting at least one major retail peak or holiday season.
• Excellent communication, stakeholder management and problem‑solving abilities.

Required skills

• FDM4 ERP (or similar retail ERP) knowledge.
• Object‑oriented programming: Java, Python.
• SQL and database concepts; Progress OpenEdge ABL/4GL and Progress Database.
• Web basics: HTML5, CSS3, JavaScript (optional).
• Monitoring and observability tools: New Relic, AWS CloudWatch, Nagios, ProTop.
• Automation scripting and experience with AWS cloud environments.