Linux Support Engineer KRA/KPI

Key Responsibility Areas (KRAs) & Key Performance Indicators (KPIs) for Linux Support Engineer

1. System Administration

KRA: Responsible for maintaining and optimizing system performance on Linux servers.

Short Description: System performance optimization

• KPI 1: Server uptime percentage
• KPI 2: Average response time for system maintenance
• KPI 3: Number of system vulnerabilities patched
• KPI 4: System backup success rate

2. Troubleshooting and Issue Resolution

KRA: Handling and resolving technical issues and incidents related to Linux systems.

Short Description: Technical issue resolution

• KPI 1: Average time to resolve a technical issue
• KPI 2: Number of escalated tickets resolved
• KPI 3: Customer satisfaction rating on issue resolution
• KPI 4: First-time resolution rate

3. Security Management

KRA: Implementing and monitoring security measures to protect Linux systems from cyber threats.

Short Description: Cybersecurity implementation

• KPI 1: Compliance with security protocols
• KPI 2: Number of security incidents detected and resolved
• KPI 3: Security patch deployment time
• KPI 4: Security audit findings closure rate

4. Performance Tuning

KRA: Optimizing system performance and resource utilization for Linux servers.

Short Description: System performance tuning

• KPI 1: CPU and memory utilization optimization rate
• KPI 2: Application response time improvement rate
• KPI 3: Disk I/O performance enhancement rate
• KPI 4: Network latency reduction rate

5. Documentation and Reporting

KRA: Maintaining accurate documentation and providing detailed reports on system activities.

Short Description: Documentation and reporting

• KPI 1: Timeliness of documentation updates
• KPI 2: Report accuracy and completeness
• KPI 3: Documentation accessibility and organization
• KPI 4: Report generation time efficiency

6. Automation Implementation

KRA: Implementing automation tools to streamline repetitive tasks and improve operational efficiency.

Short Description: Automation tool deployment

• KPI 1: Number of automated processes implemented
• KPI 2: Time saved through automation
• KPI 3: Reduction in manual errors post-automation
• KPI 4: Automation tool adoption rate

7. Continuous Learning and Skill Development

KRA: Engaging in continuous learning to stay updated with the latest trends and technologies in Linux support.

Short Description: Skill enhancement through learning

• KPI 1: Number of certifications obtained
• KPI 2: Participation in training programs or workshops
• KPI 3: Skill proficiency improvement rate
• KPI 4: Application of new skills in job tasks

8. Customer Relationship Management

KRA: Building and maintaining positive relationships with clients by providing excellent support services.

Short Description: Client relationship management

• KPI 1: Customer satisfaction scores
• KPI 2: Client retention rate
• KPI 3: Response time to client queries or issues
• KPI 4: Number of positive client feedback received

9. Team Collaboration

KRA: Collaborating effectively with team members to achieve common goals and enhance team performance.

Short Description: Team collaboration and performance

• KPI 1: Team project completion rate
• KPI 2: Contribution to team knowledge sharing activities
• KPI 3: Team feedback on collaboration effectiveness
• KPI 4: Team morale and engagement levels

10. Time Management and Prioritization

KRA: Efficiently managing time and prioritizing tasks to meet deadlines and deliver quality results.

Short Description: Time management and task prioritization

• KPI 1: Task completion within set deadlines
• KPI 2: Adherence to task prioritization strategy
• KPI 3: Time spent on high-priority tasks vs. low-priority tasks
• KPI 4: Proactive task planning and scheduling accuracy