Roles & Responsibilities
Incident Management & Resolution
Serve as the L2 point of contact for technical and functional issues related to Kinaxis RapidResponse, specifically within Supply Planning modules.
Diagnose, Troubleshoot, And Resolve Complex Issues Involving
- Data integrity
- Kinaxis control tables
- Configuration (workbooks, scorecards, custom calculations)
- Performance issues (data loads, application speed)
Analyze complex system logs, trace files, and application data to identify root causes.
Manage and track incidents throughout their lifecycle, ensuring timely communication and adherence to SLAs.
System Maintenance & Optimization
Assist with regular system health checks, performance tuning, and optimization of Kinaxis solutions.
Collaborate with L3/Development teams to resolve critical defects and implement system enhancements.
Support application upgrades, patches, and deployment of new functionalities.
Knowledge Management & Mentorship
Create and maintain high-quality Knowledge Base Articles (KBAs), technical documentation, and runbooks for recurring issues.
Provide guidance and training to L1 support staff to improve first-call resolution rates.
Collaboration & Communication
Communicate complex technical issues and resolutions effectively to non-technical stakeholders.
Act as a liaison between business users and technical development teams.
Required Skills & Qualifications
Strong experience supporting Kinaxis RapidResponse, particularly in Supply Planning with at least 3 years of experience
Experience in L2/L3 application support, functional consulting, or Kinaxis administration.
Solid understanding of supply chain planning processes.
Hands-on experience with incident management and root cause analysis.
Strong communication and documentation skills.
