Job Description

Who are we?

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.

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 branches

    • Provide 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

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.