Systems Support Engineer KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Systems Support Engineer

1. Technical Troubleshooting and Issue Resolution

KRA: Responsible for identifying and resolving technical issues promptly to ensure minimal downtime.

Short Description: Ensuring seamless technical operations.

• 1. Average time taken to resolve technical issues.
• 2. Percentage of issues resolved within SLA.
• 3. Customer satisfaction rating post-issue resolution.
• 4. Number of recurring issues identified and addressed.

2. System Maintenance and Updates

KRA: Regular maintenance and updates to ensure system performance and security.

Short Description: Keeping systems up-to-date and secure.

• 1. Adherence to scheduled maintenance tasks completion.
• 2. Percentage of systems updated within defined timelines.
• 3. Security vulnerability assessment and mitigation completion rate.
• 4. Feedback from stakeholders on system performance post-updates.

3. User Training and Support

KRA: Providing user training and support for efficient system utilization.

Short Description: Empowering users with system knowledge.

• 1. Number of user training sessions conducted.
• 2. User feedback rating on training effectiveness.
• 3. Percentage decrease in user-reported issues post-training.
• 4. Average time taken to respond to user support requests.

4. System Performance Monitoring

KRA: Monitoring system performance metrics to proactively identify and address potential issues.

Short Description: Ensuring optimal system performance.

• 1. System uptime percentage over a defined period.
• 2. Number of performance incidents detected and resolved proactively.
• 3. Performance improvement initiatives implemented and their impact measured.
• 4. Feedback from IT team on the effectiveness of performance monitoring processes.

5. Infrastructure Management

KRA: Managing and optimizing IT infrastructure to support organizational goals.

Short Description: Efficiently managing IT resources.

• 1. Infrastructure cost optimization percentage achieved.
• 2. Infrastructure downtime hours reduced compared to previous periods.
• 3. Feedback from department heads on infrastructure support quality.
• 4. Implementation of infrastructure scalability plans as per business growth projections.

6. Incident Response and Escalation

KRA: Timely response to incidents and effective escalation when required.

Short Description: Ensuring swift incident resolution.

• 1. Average time taken to acknowledge incidents.
• 2. Percentage of incidents resolved without escalation.
• 3. Incident escalation process adherence rate.
• 4. Feedback from stakeholders on incident handling efficiency.

7. Documentation and Knowledge Management

KRA: Maintaining accurate system documentation and knowledge base for easy reference.

Short Description: Ensuring information accessibility.

• 1. Completeness and accuracy rating of system documentation.
• 2. Knowledge base search time reduction percentage.
• 3. Number of knowledge sharing sessions conducted within the team.
• 4. Feedback from team members on the usefulness of documentation and knowledge base.

8. Vendor Management

KRA: Managing relationships with IT vendors to ensure timely support and service delivery.

Short Description: Effective vendor partnerships.

• 1. Vendor response time adherence for support requests.
• 2. Vendor service level agreement compliance rate.
• 3. Vendor performance evaluation scores from internal stakeholders.
• 4. Cost-saving initiatives implemented through vendor negotiations.

9. Compliance and Security Adherence

KRA: Ensuring compliance with IT security policies and regulations.

Short Description: Upholding IT security standards.

• 1. Compliance audit success rate.
• 2. Number of security incidents reported and resolved.
• 3. Employee training completion rate on security protocols.
• 4. Feedback from compliance officers on adherence to regulations.

10. Continuous Improvement Initiatives

KRA: Driving continuous improvement initiatives to enhance system efficiency and effectiveness.

Short Description: Fostering a culture of improvement.

• 1. Number of process improvement projects implemented.
• 2. Time and cost savings achieved through improvement initiatives.
• 3. Employee engagement in suggesting and implementing improvements.
• 4. Feedback from stakeholders on the impact of improvement projects.

Real-Time Example of KRA & KPI

Example: Incident Response and Escalation

KRA: Timely response to incidents and effective escalation when required.

• KPI 1: Average time taken to acknowledge incidents reduced by 20% after implementing a new incident ticketing system.
• KPI 2: 95% of incidents resolved without escalation, showcasing efficient troubleshooting capabilities.
• KPI 3: Incident escalation process adherence rate improved to 98% through regular training sessions.
• KPI 4: Stakeholder feedback indicated a 15% increase in satisfaction with incident handling efficiency.

These KPIs led to improved incident resolution times, reduced escalations, enhanced process adherence, and increased stakeholder satisfaction.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Systems Support Engineer.