Posted 8 months ago
SME Global Payment Plus Application - L1/L2 Production Support
@ Astra North Infoteck Inc.
Toronto, Ontario
Overview
Astra North Infoteck Inc. is hiring a full-time SME for Finastra Global Payment Plus (FGPP) production support, remote within Canada. The role serves as the client's technical focal point, troubleshooting and resolving payment issues in production, escalating code fixes to L3, and leading customer calls. Compensation is open and depends on the candidate.
Responsibilities:
- Manage complex L2 escalations for FGPP production issues
- Identify root causes, recreate issues and provide workarounds
- Perform complex profile and rule configurations
- Join and lead customer technical calls
- Support L1, L2 and L3 teams
Requirements summary:
- Proven FGPP issue and case analysis experience
- Hands-on FGPP configuration experience
- Experience with FGPP from the last 3 years
- Customer-facing experience leading technical calls
- Deep FGPP business and functional knowledge
Tools & skills
Source and dates
Source type not verified · zoho
- Employer posting date
- 2026-03-16
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-10-18
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Software development |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Astra North Infoteck Inc.
| Field | Value |
|---|---|
| Open jobs on Jobsy | 426 |
Job Description: SME- GPP Payments (Global Payment Plus) Canada - CLient is open for Remote and rate of right candidate.
This role of the SME is to be the client's technical focal point for the client's FGPP (Finastra Global Payment Plus) 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:
o Manage escalations from L2 for complex and advanced issues.
o Provide guidance and support for configuration changes needed to resolve issues.
• Issue Investigation:
o Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions.
o 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.
o Escalate to L3 if a code fix is necessary.
o Support QA/L2 in testing fixes.
• Customer Interaction:
o Join customer calls as needed to assist L2s.
o Lead the conversation: Explain issues, provide status updates, and outline next steps.
• Collaboration:
o Work closely with L1 and L2 teams to provide consultation and guidance.
o Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.
o Production Development Team (L3) & Product Management
Journal
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