Role - FGPP Production Support SME

Location: India | Remote

Employment: Contract

Working hours: Normal IST with Some overlap with US business hours

Role Overview

Our client is seeking an Finastra Global PAYplus (FGPP) Production Support Subject Matter Expert to serve as the technical focal point for a production payment processing platform.

You will investigate complex incidents, identify root causes, and implement configuration solutions that restore reliable payment processing.

The role combines hands-on troubleshooting and configuration with direct customer communication and collaboration across support, quality assurance, development, and product teams.

Required Qualifications

- FGPP experience within the last three years. Experience limited to Classic GPP does not meet this requirement.
- Strong, proven FGPP issue and case analysis skills, including triage, issue recreation, trace analysis, and use of the database and graphical user interface.
- Deep FGPP business and functional knowledge, including the ability to interpret payment processing flows when investigating failures.
- Proven hands-on FGPP configuration experience with profiles and rules. Configuration design experience alone is insufficient.
- Understanding of FGPP core tables, fields, and configuration structures used in production troubleshooting.
- Customer-facing experience leading technical calls and explaining issues, status, and resolution steps.

What You Will Do





- Manage complex escalations from L2 support, investigate production issues, and provide technical guidance on configuration changes needed to resolve them.
- Triage cases, recreate reported issues, analyze traces, and identify root causes using the FGPP graphical user interface and database. Provide immediate workarounds where appropriate.
- Review payment processing flows against observed errors to locate the source of a failure and explain its business and functional impact.
- Perform hands-on configuration of profiles and rules, including complex pre-processing and post-processing rules. Check configuration changes into the appropriate master and project branches.
- Investigate FGPP core tables and fields, including logical fields, XPath, object rules, profile_udfs, and cache_refresh, to support diagnosis and resolution.
- Determine whether a failure can be resolved through configuration or requires a code fix. Escalate code-related issues to L3 development with explicit investigation findings.
- Provide setup and configuration solutions to customers and support QA and L2 teams in testing fixes.
- Lead customer technical calls, explain issues, communicate progress, and outline next steps. Join escalated case discussions as needed.
- Consult with L1 and L2 support, support advisors, and support leads; coordinate with production development and product management on escalated cases.

📌 Finastra Global PAYplus (India)
🏢 Sourcebae
📍 India