Kinaxis Maestro production support consultant

Role:- Kinaxis Maestro production support consultant
Location:-Austin. TX( Remote)
Visa:- Any
JD
Key Responsibilities
1. Production Support
AMS Leadership
Own end-to-end Kinaxis Maestro production support (L2/L3).
Act as single-point technical and functional owner for complex Kinaxis issues.
Lead incident, problem, and change management for Maestro environments.
Drive Root Cause Analysis (RCA), corrective actions, and preventive controls for recurring issues.
Manage SLA adherence, backlog ageing, and priority-based ticket resolution.
Lead war-room / stabilization initiatives during high-severity incidents or escalations.
Proactively identify risks related to:
Job failures
Performance degradation
Data inconsistencies
Integration issues
2. Hands-on Kinaxis Maestro Responsibilities
Hands-on troubleshooting and support for:
Maestro workflows
Concurrent Planning logic
Supply, Demand, Inventory, Capacity
Master Scheduling modules
Deep involvement in:
Data models (dimensions, measures, hierarchies)
Workbooks, worksheets, alerts, and dashboards
Control tables and automation chains
Monitor and manage:
Automated jobs
Data loads
Performance bottlenecks
Execute and validate:
RPK/IPK migrations
Configuration changes
Emergency fixes and controlled deployments
3. Kinaxis Upgrades
Release Support
Lead Kinaxis Maestro service updates and upgrades from support perspective.
Plan and execute:
Regression testing
Impact analysis
Hypercare post-upgrade
Coordinate with Kinaxis, internal teams, and business users during release cycles.
Ensure smooth transition from project → run.
4. Integration
Data Management
Support and troubleshoot Kinaxis ERP integrations (SAP S/4HANA, ECC, legacy systems).
Validate:
Data transfers
ETL/DTC processes
Interface failures and data mismatches
Ensure data quality, consistency, and timeliness for planning runs.
5. Governance, Reporting
Client Management
Act as primary support lead and escalation point for business and IT stakeholders.
Lead governance forums:
Daily / weekly operational reviews
SLA
backlog reviews
Monthly service reviews
Provide transparent status reporting on incidents, risks, and mitigation plans.
Partner with delivery, functional, and client teams to improve service maturity.
6. Knowledge Management
Team Enablement
Define and maintain:
SOPs, runbooks, KT documents
Support playbooks and automation guidelines
Mentor and guide Kinaxis support analysts and junior SMEs.
Drive capability upliftment and dependency reduction within the support team.
Support onboarding and transition activities.
Required Skills
Experience
Experience
8-12+ years overall experience in supply chain planning / Client solutions.
4-6+ years of hands-on Kinaxis Maestro / RapidResponse experience.
Strong background in production support / AMS / run engagements.
Experience handling business escalations and SLA recovery scenarios.
Kinaxis Maestro Expertise
Hands-on experience in:
Maestro Supply Planning
Capacity / Constraint Planning
Master Scheduling
Attribute-based planning
Concurrent Planning concepts
Strong troubleshooting skills across configuration, data, and performance layers.
Support
Process Skills
Strong knowledge of ITIL processes (Incident, Problem, Change).
Experience with ServiceNow or similar ticketing tools.
Ability to lead war-room calls and executive updates.
Experience in hypercare and transition-to-run models.
Education
Certifications
Bachelor's degree in Engineering, Supply Chain, IT, or related field.
Kinaxis Maestro / RapidResponse Certification - strongly preferred.
ITIL / APICS certifications - good to have.