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:
- Solid & 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

📌 FGPP - SME (Pune)
🏢 Zensar Technologies
📍 Pune