Salary Range: $130,000 to $140,000 per Annum

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.

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