Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good.

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: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.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 branchesProvide 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

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       ESG: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.