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.
Skills Required
- Strong FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage
- Deep FGPP business and functional knowledge
- Hands-on FGPP configuration experience: profiles and rules setup (pre/post rules)
- Customer-facing experience, including leading technical calls
- Experience with FGPP (not only Classic GPP) within the last 3 years
- Ability to identify root causes, provide immediate workarounds, and determine code vs configuration fixes
- Understand FGPP core tables and fields (logical fields, xpath, object rules, profile_udfs, cache_refresh)
- Manage escalations from L2, support QA/L2 testing, and escalate to L3 when code fixes needed
Finastra Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Finastra and has not been reviewed or approved by Finastra.
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Leave & Time Off Breadth — Leave is positioned as flexible/“unlimited” in many roles, which can support work-life balance when team norms allow it. Hybrid/flexible working is also framed as a core part of the overall rewards experience.
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Parental & Family Support — Parental leave is described as relatively generous in the US, with multiple references to roughly three months (or around 12 weeks) fully paid and equal leave for mothers and fathers. This is repeatedly highlighted as a meaningful component of the benefits package.
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Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through offerings like an Employee Assistance Program and TaskHuman coaching, alongside volunteering time off and employee networks. These programs broaden total rewards beyond cash compensation.
Finastra Insights
What We Do
At Finastra our purpose is to unlock the power of finance for everyone & redefine finance for good. We’re the orchestrator of open finance; building and delivering innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. We’re one of the world’s largest FinTechs, working with over 9,000 customers including 90 of the top 100 banks globally. We’re creating a pioneering open platform that’s disrupting the financial industry, changing how financial software is developed and used. We believe in collaboration for innovation, to unlock the potential of people, businesses and communities. We have an unmatched portfolio of financial software and deliver mission critical solutions for financial institutions of all sizes, on premises or in the cloud. Our open architecture and platform approach embrace a wide ecosystem of partners and co innovators. Together we're leading the way in which applications are written, deployed and consumed in the world of financial services. Our people mission is to be the most loved and inclusive fintech company in the world; a mission we take seriously. DE&I factors into everything we do and every decision we make as a business. When you join Finastra, you open up a world of possibilities. With us, you can supercharge financial institutions, big tech and fintech while also building a more inclusive finance industry. We believe our people thrive when given the opportunity to be their authentic selves and we trust our people to work how, when and where they want; this is OPENworking. Our 2+ policy provides the perfect mix of focused work at home, coupled with the meaningful connection that comes from in person collaboration, coaching and community. We're rolling out a new programme where our people take as much leave as they need; we do not count vacation days and we trust our people to work in a way that suits them, when it suits them. Come join the future of Fintech, and make your world. OPEN.
