Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Systems Administration
KRA: Responsible for managing system configurations, installations, and maintenance.
Short Description: Ensure seamless operation of system infrastructure.
- System uptime percentage
- Number of successful system updates
- Response time to system issues
- Adherence to system security protocols
2. Network Management
KRA: Oversee the network infrastructure, troubleshoot connectivity issues, and optimize network performance.
Short Description: Ensure efficient data flow across the network.
- Network downtime duration
- Bandwidth utilization rate
- Network latency measurements
- Implementation of network upgrades
3. IT Support
KRA: Provide technical support to end-users, resolve IT-related problems, and deliver excellent customer service.
Short Description: Ensure end-users have smooth IT experiences.
- Resolution time for IT tickets
- User satisfaction surveys
- Number of IT issues resolved per day
- Training sessions conducted for end-users
4. Backup and Recovery Management
KRA: Implement backup strategies, ensure data integrity, and develop recovery plans in case of system failures.
Short Description: Safeguard critical data and ensure business continuity.
- Backup success rate
- Data recovery time after an incident
- Regular testing of backup systems
- Percentage of critical data backed up
5. Security Compliance
KRA: Enforce security policies, conduct security audits, and mitigate cybersecurity risks.
Short Description: Protect the organization’s digital assets from threats.
- Compliance with security standards
- Incident response time for security breaches
- Vulnerability assessment results
- Security training completion rates
6. Software Deployment
KRA: Manage software installations, updates, and licenses across the organization’s systems.
Short Description: Ensure software availability and compliance.
- Successful software deployment rate
- License compliance status
- User feedback on software usability
- Software patching frequency
7. Performance Monitoring
KRA: Monitor system performance, analyze trends, and optimize resources for better efficiency.
Short Description: Ensure systems operate at peak performance levels.
- System response time metrics
- Resource utilization rates
- Identified performance bottlenecks resolved
- System availability during peak usage periods
8. Documentation and Reporting
KRA: Maintain accurate documentation of systems, procedures, and incidents while generating reports for management review.
Short Description: Ensure transparent communication and knowledge sharing.
- Documentation completeness percentage
- Report accuracy and timeliness
- Incident report analysis for process improvements
- Knowledge base utilization rates
9. Continuous Learning
KRA: Stay updated with the latest technologies, trends, and best practices in the field of IT.
Short Description: Enhance skills and knowledge for professional growth.
- Training hours completed per quarter
- Participation in industry conferences or workshops
- Implementation of new technologies in projects
- Professional certifications achieved
10. Project Management
KRA: Lead IT projects from initiation to completion, ensuring timely delivery within scope and budget.
Short Description: Drive successful project outcomes through effective planning and execution.
- Project delivery on schedule
- Project budget adherence
- Stakeholder satisfaction with project outcomes
- Lessons learned and applied in subsequent projects
