At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
What will you contribute?
As a Subject Matter Expert (SME) for Fusion Global PAYplus (FGPP), you will serve as the primary technical escalation point for clients operating FGPP in production environments. You will be responsible for analyzing, troubleshooting, and resolving complex production issues, providing expert guidance on system configuration, and ensuring timely resolution of critical client incidents.
Working closely with L1, L2, Product Management, QA, and Production Development teams, you will leverage your deep FGPP technical and functional expertise to identify root causes, implement configuration-based solutions, and drive positive customer outcomes. This role requires strong customer engagement skills, hands-on troubleshooting expertise, and the ability to lead technical discussions with both internal and external stakeholders.
Responsibilities & Deliverables:
Production Support & Issue Resolution
Act as the senior technical focal point for client production support related to Fusion Global PAYplus (FGPP).
Manage escalations from L2 support teams involving complex technical, functional, and configuration-related issues.
Lead root cause investigations and provide timely workarounds and permanent solutions where applicable.
Recreate production issues in non-production environments to support effective troubleshooting and resolution.
Analyze application traces, database records, payment flows, and system configurations to identify failure points.
Determine whether issues can be resolved through configuration changes or require product code enhancements.
Technical Analysis & Configuration
Perform advanced FGPP configuration activities, including:
Profiles setup and maintenance
Rules configuration
Pre and post-processing rules
Object rules management
Profile UDF configuration
Cache refresh activities
Utilize GUI, database queries, and trace analysis tools to conduct detailed investigations.
Maintain strong understanding of FGPP core tables, fields, logical fields, XPath structures, profile UDFs, object rules, and related configuration components.
Check configuration changes into BA Master and project branches as required.
Payment Processing Expertise
Review and analyze end-to-end payment processing flows to identify transaction failures and processing exceptions.
Investigate payment lifecycle issues and assess impacts across configured workflows and business rules.
Provide recommendations and solutions aligned with FGPP best practices.
Customer Engagement
Participate in and lead customer technical calls as required.
Communicate issue status, findings, risks, and resolution plans to customers and stakeholders.
Build trusted advisor relationships with clients by providing expert consultation and guidance.
Ensure clear and professional communication throughout the issue resolution lifecycle.
Collaboration & Stakeholder Management
Partner closely with L1 and L2 teams to provide technical consultation and issue guidance.
Support Professional Services Advisors and PAS Leads through case reviews, customer engagements, and escalated issue management.
Collaborate with QA teams to validate fixes and support regression testing activities.
Escalate and coordinate with Production Development (L3) teams when code-level fixes are required.
Work with Product Management and Engineering teams to provide feedback on recurring product issues and enhancement opportunities.
Required Skills & Experience:
Technical Expertise
Extensive hands-on experience supporting and configuring Fusion Global PAYplus (FGPP) production environments.
Strong expertise in FGPP issue analysis, troubleshooting, and case management.
Proven experience performing advanced FGPP configurations, including profiles, rules, object rules, profile UDFs, and payment processing workflows.
Strong knowledge of:
Trace analysis
SQL/database investigation
GUI-based troubleshooting
Payment processing workflows
Root cause analysis methodologies
Deep understanding of FGPP core tables, logical fields, XPath, object rules, profile UDFs, cache refresh processes, and related system architecture.
Ability to assess whether issues require configuration changes or software code fixes.
Experience
Recent hands-on experience working with Fusion Global PAYplus (FGPP).
Demonstrated experience supporting production environments and handling critical customer escalations.
Proven success leading technical customer discussions and resolution efforts.
Experience working with cross-functional support organizations, including L1, L2, QA, Product Management, and Development teams.
Experience supporting payment processing solutions within banking or financial services environments.
Professional Skills
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to lead complex technical discussions with internal and external stakeholders.
Strong customer focus and relationship management skills.
Ability to work effectively in a fast-paced, high-pressure production support environment.
Strong collaboration and stakeholder management capabilities.
As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team.
This position is for an existing vacancy within our organization.
Compensation: $98,100.00 - 130,100.00
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 stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
- Specific benefits may vary by location.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. 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.
