Job Description
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
