FDM4 L3 Engineer

Summary: • This role will focus on Level 3 production support, incident leadership, application monitoring, holiday readiness, stakeholder communication, and operational excellence for business-critical ERP systems. • The ideal candidate has experience supporting FDM4 or similar ERP platforms in a retail environment, including inventory, invoicing, order processing, and related business operations. Key Responsibilities: • Lead L3 production support for ERP applications and related retail operations systems. Own technical incident response, including incident bridge leadership, triage, workaround identification, RCA, and postmortem documentation. • Manage application health, monitoring, reliability, and performance to ensure uptime and operational stability. • Support and mentor a 24x7 L2 SRE support team, including escalation guidance, SOPs, runbooks, and knowledge transfer. • Partner with L1/L2 teams to improve handoffs, documentation, and support readiness. Review and improve alerting through tools such as New Relic, AWS CloudWatch, Nagios, ProTop, or similar platforms. • Drive automation of repetitive operational tasks and reduce alert noise. • Lead ERP readiness and support for peak retail periods, including holiday preparation and execution. • Collaborate closely with business teams on incident triage, production gatekeeping, and operational priorities. • Communicate clearly with SRE leadership, ERP support teams, and business stakeholders during incidents, changes, and reviews. Required Qualifications: • Experience in application operations, ERP support with strong L3 ownership. Knowledge of FDM4 ERP or other ERP systems supporting retail operations. • Experience in server side programming in any object-oriented languages like Java, Python etc. • Object-Oriented and OOPS concepts, and SQL Good to have HTML5, CSS3 and JavaScript. • Good to have experience in any ERP system Good to have experience in Progress OpenEdge ABL/4GL, OpenEdge RDBMS concepts. • Programming experience using Progress Appserver and Progress Database is an added advantage Strong understanding of L1/L2/L3 support models, incident management, RCA, SOPs, and escalation processes. • Experience leading incident bridges and coordinating cross-functional technical teams. Familiarity with observability and monitoring platforms such as New Relic, CloudWatch, Nagios, or ProTop. • Experience supporting at least one major peak or holiday retail period. • Strong leadership, communication, stakeholder management, and problem-solving skills. Preferred Qualifications: • Experience in retail, eCommerce, supply chain, warehouse, or omnichannel environments. • Experience mentoring or leading a 24x7 support team. • Familiarity with AWS environments and cloud-based application operations. Experience improving monitoring, alerting, automation, and production readiness processes