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
