FGPP Technical Consultant

Job Description

About Us:

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

Job Summary:

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.

Qualifications & Skills

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• Strong & proven FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage.
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• Deep FGPP business and functional knowledge.
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• Proven hands-on FGPP configuration experience: profiles and rules setup, not only setup design.
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• Customer-facing experience: leading technical calls.
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• Experience with FGPP (not only Classic GPP) from the last 3 years.
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• Escalation Handling:
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• Manage escalations from L2 for complex and advanced issues.
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• Provide guidance and support for configuration changes needed to resolve issues.
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• Issue Investigation:
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• Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions.
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• Use GUI, DB and traces to perform analysis.
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• Understand FGPP core Tables & fields (I.e logical fields , xpath , object rules , profile_udfs,cache_refresh)
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• Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue.
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• 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
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• Provide setup/configuration solutions to the customer.
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• Escalate to L3 if a code fix is necessary.
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• Support QA/L2 in testing fixes.
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• Customer Interaction:
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• Join customer calls as needed to assist L2s.
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• Lead the conversation: Explain issues, provide status updates, and outline next steps.
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• Collaboration:
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• Work closely with L1 and L2 teams to provide consultation and guidance.
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• Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.
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• Production Development Team (L3) & Product Management
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ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women