SME- GPP

SME - GPP Payments (Global Payment Plus)

The role of the SME is to be the client's technical focal point for the client's FGPP (Finastra Global Payment Plus) in production, troubleshooting and solving 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.

• Manage escalations from L2 for complex and advanced issues.
• Provide guidance and support for configuration changes needed to resolve issues.
• 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 and fields (logical fields, xpath, object rules, , ).
  • Payment processing: review the payment processing flow and compare it with the error to pinpoint the issue.
  • Trace analysis: determine if the failure requires a code fix or can be resolved through configuration, perform complex configurations (pre/post rules), check‑in in BA master for project branches, and provide setup/configuration solutions to the customer.
• Escalate to L3 if a code fix is necessary.
• Support QA/L2 in testing fixes.
• Join customer calls as needed to assist L2s.
• Lead the conversation: explain issues, provide status updates, and outline next steps.
• 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 on escalated cases.
• Production development team (L3) & product management.

Thanks & regards,
Phone:  Ext 1105