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About the role
Key responsibilities & impact- Troubleshoot and solve issues in production as the client's technical focal point for the client's FGPP.
- Manage escalations from L2 for complex and advanced issues.
- Analyze traces and provide immediate workarounds.
- Perform complex configurations to provide solutions.
- Review payment processing flow and compare it with errors to pinpoint issues.
- Participate in customer calls as needed to assist L2s and provide guidance.
Requirements
What you’ll need- 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) 4.6.X and above.
- 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.
Benefits
Comp & perks- Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities.
- Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
- Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
- Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
- Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
FGPP issue analysistrace analysisDB usageGUI usageFGPP configurationpayment processing flow reviewcomplex configurationsroot cause identificationpre post rulesFGPP core tables
Soft Skills
customer-facing experienceescalation handlingguidance and supportissue investigationcollaborationleadership in technical callscommunicationconsultationproblem-solvingstatus updates