FDM4 L3 Analyst – ERP Production Support

About the role

This position provides Level 3 production support for critical ERP systems in a retail environment, ensuring operational excellence during peak periods such as holidays.

Key responsibilities

• Lead L3 production support, incident bridge leadership, triage, workaround identification, root‑cause analysis and post‑mortem documentation.
• Manage application health, monitoring, reliability and performance using tools like New Relic, AWS CloudWatch, Nagios or ProTop.
• Mentor a 24x7 L2 SRE support team, create SOPs, runbooks and improve handoffs with L1/L2 teams.
• Drive automation of repetitive tasks and reduce alert noise.
• Prepare ERP systems for peak retail periods and collaborate with business stakeholders on incident triage and production priorities.

Required profile

• Strong experience in ERP support (FDM4 or similar) with L3 ownership in a retail setting.
• Proven ability to lead incident bridges and coordinate cross‑functional technical teams.
• Excellent communication, stakeholder management and problem‑solving skills.

Required skills

• FDM4 ERP or comparable retail ERP platforms.
• Object‑oriented programming (Java, Python) and SQL.
• Progress OpenEdge ABL/4GL, Progress AppServer and Database (preferred).
• Monitoring tools: New Relic, AWS CloudWatch, Nagios, ProTop.
• Experience with AWS cloud environments and automation.