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.