FDM4 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

Vertex is an equal opportunity employer and does not discriminate on the basis of race, colour, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.