Zensar Technologies—FGPP - SME

Job description

Description: 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. - Skills Required: - 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 Requirements: . Responsibilities: 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. - Skills Required: - 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