Senior FGPP Technical SME – Production & Escalation Management

Toronto - Canada

Monthly Salary: CAD 10 - 10

Experience Required: 5years

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview: This role of the SME is the clients technical focal point for the clients FGPP (Finastra Global Payment Plus) in production. Troubleshoot and solve issues in production.

Skills Required:

SME GPP Payments (Global Payment Plus)

Strong & proven FGPP issue/case analysis: triage recreation trace analysis DB and GUI usage.

Deep FGPP business and functional knowledge.

Proven hands-on FGPP configuration experience: profiles and rules setup not only setup design.

Customer-facing experience: leading technical calls.

Experience with FGPP (not only Classic GPP) from the last 3 years.

Customer Interaction:

Join customer calls as needed to assist L2s.

Lead the conversation: Explain issues provide status updates and outline next steps.

Escalation Handling:

Manage escalations from L2 for complex and advanced issues.

Provide guidance and support for configuration changes needed to resolve issues.

Issue Investigation:

Identify root-causes recreate issues analyze traces and provide immediate workarounds.

Perform complex configurations to provide solutions.

Use GUI DB and traces to perform analysis.

Understand FGPP core Tables & fields (i.e. logical fields xpath object rules profileudfs cacherefresh).

Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue.

Trace Analysis: Analyze traces to pinpoint the issue understand what causes it determine if the failure requires a code fix or can be resolved through configuration and perform the complex configurations (Pre post rules) and check-in in BA master for the Project branches.

Provide setup/configuration solutions to the customer.

Escalate to L3 if a code fix is necessary.

Support QA/L2 in testing fixes.

Collaboration:

Work closely with L1 and L2 teams to provide consultation and guidance.

Support Advisors and PAS Leads: Join calls as requested Provide updates and feedback of escalated cases.

Production Development Team (L3) & Product Management.

Required Skills:

Overview: This role of the SME is the clients technical focal point for the clients FGPP (Finastra Global Payment Plus) in production. Troubleshoot and solve issues in production. Skills Required: SME GPP Payments (Global Payment Plus) Strong & proven FGPP issue/case analysis: triage recreation trace analysis DB and GUI usage. Deep FGPP business and functional knowledge. Proven hands-on FGPP configuration experience: profiles and rules setup not only setup design. Customer-facing experience: leading technical calls. Experience with FGPP (not only Classic GPP) from the last 3 years. Customer Interaction: Join customer calls as needed to assist L2s. Lead the conversation: Explain issues provide status updates and outline next steps. Escalation Handling: Manage escalations from L2 for complex and advanced issues. Provide guidance and support for configuration changes needed to resolve issues. Issue Investigation: Identify root causes recreate issues analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions. Use GUI DB and traces to perform analysis. Understand FGPP core Tables & fields (i.e. logical fields xpath object rules profileudfs cacherefresh). Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue. Trace Analysis: Analyze traces to pinpoint the issue understand what causes it determine if the failure requires a code fix or can be resolved through configuration and perform the complex configurations (Pre post rules) and check-in in BA master for the Project branches. Provide setup/configuration solutions to the customer. Escalate to L3 if a code fix is necessary. Support QA/L2 in testing fixes. Collaboration: Work closely with L1 and L2 teams to provide consultation and guidance. Support Advisors and PAS Leads: Join calls as requested Provide updates and feedback of escalated cases. Production Development Team (L3) & Product Management.