FGPP SME - Production Support

Role: FGPP SME - Production Support

Remote USA

·         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:

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: Analyse 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