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 Ie 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 configurationsPre post rules and check-in in BA master for the Project branches
Provide setupconfiguration solutions to the customer
o Escalate to L3 if a code fix is necessary
o Support QAL2 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
Job Summary:
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:
- 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
Fgpp Sme in London employer: ITC Infotech
ITC Infotech is an exceptional employer located in the vibrant city of Manchester, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive training programs and opportunities for professional growth, ensuring that your career can flourish while you contribute to meaningful projects. With a focus on employee well-being and a supportive environment, ITC Infotech stands out as a rewarding place to advance your IT career.
