Job Title: FGPP Production Support SME
Location: Remote
Duration: 12 Months
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.
Qualifications & Skills:
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:
o Manage escalations from L2 for complex and advanced issues.
o Provide guidance and support for configuration changes needed to resolve issues.
Issue Investigation:
o Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions.
o 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.
o Escalate to L3 if a code fix is necessary.
o Support QA/L2 in testing fixes.
Customer Interaction:
o Join customer calls as needed to assist L2s.
o Lead the conversation: Explain issues, provide status updates, and outline next steps.
Collaboration:
o Work closely with L1 and L2 teams to provide consultation and guidance.
o Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.
o Production Development Team (L3) & Product Management
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