Job Title

Role OverviewThe Payments SME will serve as the technical focal point for the client’s production payment system, responsible for client interactions, supporting the production team, and resolving complex production issues. This role requires strong expertise in payment processing, hands-on configuration experience, and the ability to engage directly with clients to drive effective issue resolution. Job ResponsibilitiesAct as the primary SME for production payment system issues, providing expert support and guidance.Analyze payment processing workflows and align them with reported errors to identify root causes.Deliver immediate workarounds and implement permanent solutions where applicable.Conduct end-to-end issue analysis, including triage, issue recreation, and root cause determination.Investigate system behavior using application logs, traces, and database tables/fields.Assess whether issues require configuration changes or code fixes.Perform complex configurations to resolve identified issues.Manage escalations from L2 teams for advanced and critical issues.Escalate to L3/Development teams when code-level fixes are required.Collaborate closely with Development and Product Management teams to drive resolution and enhancements.Lead and participate in customer-facing technical discussions and calls.Clearly communicate issues, root causes, and resolution strategies to clients.Provide regular updates and next steps throughout the issue resolution lifecycle.Serve as a trusted advisor to clients on production-related matters. Prerequisites and QualificationsMinimum 3+ years of experience as an SME in the Payments domain.At least 1 year of hands-on experience with the FGPP application.Strong understanding of payment processing, messaging formats (e.g., ISO 20022, SWIFT, ACH), and relevant regulationsProven expertise in database querying and understanding core application tables and fieldsDemonstrated ability to identify root causes and deliver effective solutionsStrong customer-facing experience, including leading technical discussionsAbility to clearly communicate complex technical conceptsExperience collaborating with cross-functional teams (QA, Development, Product)Exposure to release management and environment handlingExcellent verbal, written, and presentation communication skillsStrong professional work ethic and time management skills, with the ability to meet challenging deadlines