Kinaxis L2 Support Engineer
Posted Updated
Kinaxis L2 Support Engineer
Job Highlights
- laptop to be provided
Role Summary
1
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.
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.
Technical Environment
Additional Information