Remote C2c Role: FGPP SME – Production Support

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.

• 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: 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.
• 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