FGPP - SME

This role of the SME is to be the client's technical focal point for the client's FGPP in production. To troubleshoot and solve issues in production.

• Skills Required:
• 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.
• 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 , profile_udfs,cache_refresh)
    • 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.
• Customer Interaction:
  • Join customer calls as needed to assist L2s.
  • Lead the conversation: Explain issues, provide status updates, and outline next steps.
• 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