[Hiring] FGPP - SME - Production Support @Zensar

Role 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.

• 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 & fields (I.e logical fields, xpath, object rules, profile_udfs, cache_refresh).
• Review the payment processing flow and compare it with the error to pinpoint the issue.
• Analyze traces to pinpoint the issue, understand what causes it, determine if the failure requires a code fix or can be resolved through configuration.
• 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 of escalated cases.

Qualifications

• 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.

Requirements

• Experience in troubleshooting and solving issues in production.
• Ability to analyze traces and provide immediate workarounds.
• Experience in payment processing flow review.
• Capability to perform complex configurations.

Benefits

• Inclusive workplace environment.
• Equal employment opportunity (EEO) and affirmative action employer.

Company Description

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures.

• Part of the $4.8 billion RPG Group.
• A community of 10,000+ innovators across 30+ global locations.
• Core values: One Zensar, Nurturing, Empowering, and Client Focus.
• Encouragement of individuality, growth, and well-being.