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.