SME- GPP

Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

What will you contribute? As a Subject Matter Expert (SME) for Fusion Global PAYplus (FGPP), you will serve as the primary technical escalation point for clients operating FGPP in production environments. You will be responsible for analyzing, troubleshooting, and resolving complex production issues, providing expert guidance on system configuration, and ensuring timely resolution of critical client incidents. Working closely with L1, L2, Product Management, QA, and Production Development teams, you will leverage your deep FGPP technical and functional expertise to identify root causes, implement configuration‑based solutions, and drive positive customer outcomes.

This role requires strong customer engagement skills, hands‑on troubleshooting expertise, and the ability to lead technical discussions with both internal and external stakeholders.

Act as the senior technical focal point for client production support related to Fusion Global PAYplus (FGPP). Manage escalations from L2 support teams involving complex technical, functional, and configuration‑related issues. Lead root cause investigations and provide timely workarounds and permanent solutions where applicable. Recreate production issues in non‑production environments to support effective troubleshooting and resolution. Analyze application traces, database records, payment flows, and system configurations to identify failure points.

Determine whether issues can be resolved through configuration changes or require product code enhancements.

Perform advanced FGPP configuration activities, including:
Profiles setup and maintenance Rules configuration Pre and post‑processing rules Object rules management Profile UDF configuration Cache refresh activities Utilize GUI, database queries, and trace analysis tools to conduct detailed investigations. Maintain strong understanding of FGPP core tables, fields, logical fields, XPath structures, profile UDFs, object rules, and related configuration components. Check configuration changes into BA Master and project branches as required.

Review and analyze end‑to‑end payment processing flows to identify transaction failures and processing exceptions. Investigate payment lifecycle issues and assess impacts across configured workflows and business rules. Provide recommendations and solutions aligned with FGPP best practices.

Participate in and lead customer technical calls as required. Communicate issue status, findings, risks, and resolution plans to customers and stakeholders. Build trusted advisor relationships with clients by providing expert consultation and guidance. Ensure clear and professional communication throughout the issue resolution lifecycle.

Partner closely with L1 and L2 teams to provide technical consultation and issue guidance. Support Professional Services Advisors and PAS Leads through case reviews, customer engagements, and escalated issue management. Collaborate with QA teams to validate fixes and support regression testing activities. Escalate and coordinate with Production Development (L3) teams when code‑level fixes are required. Work with Product Management and Engineering teams to provide feedback on recurring product…