1. Escalation Handling:
Manage escalations from L2 for complex and advanced issues.
Provide guidance and support for configuration changes needed to resolve issues.
2. 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 determine if the failure requires a code fix or can be resolved through configuration, and perform the complex configurations (pre- post- post-rules) and check-in in the BA master for the Project branches
- Provide setup/configuration solutions for the customer.
- Escalate to L3 if a code fix is necessary.
- Support QA/L2 in testing fixes.
3. Customer Interaction:
- Join customer calls as needed to assist L2s.
- Lead the conversation: Explain issues, provide status updates, and outline next steps.
4. 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 on escalated cases.
Production Development Team (L3) & Product Management
The most important skills to focus on:
1. Issue Investigation (defect troubleshooting /TRIAGE including a deep understanding of GPP, trace analysis, checking the DB, and the GUI.
2. configuration of FGPP, rule setup/office setup, rule configuration.
3. Lead the conversation with the customer: Explain issues, provide status updates, and outline next steps.
4. Must know FGPP or GPP-SP or Payments to Go P2G, GPP classic (but not just classic). Must have FGPP experience from the last 4 years
