VBeyond Corporation
FGPP/GPP SME
United Kingdom
Posted about 18 hours ago
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Role of the FGPP/GPP SME
This role of the FGPP/GPP 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.
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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.
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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
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Skills
FGPP Issue Analysis
FGPP Configuration
Customer-Facing Experience
Escalation Handling
Issue Investigation
Trace Analysis
Payment Processing
Collaboration
DB Usage
GUI Usage
Complex Configurations
Root Cause Analysis
Technical Calls
Consultation
Guidance
Support QA
Location