Systems Support Engineer KRA/KPI

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

1. Incident Management

KRA: Handling and resolving system incidents to minimize downtime and maintain service levels.

Short Description: Efficiently manage system incidents.

• Resolution Time for Critical Incidents
• Incident Closure Rate
• User Satisfaction Score after Incident Resolution
• Number of Repeated Incidents

2. System Maintenance

KRA: Ensuring regular maintenance activities are performed to keep systems up-to-date and secure.

Short Description: Maintain system health and security.

• Percentage of Systems Updated Within Scheduled Maintenance Windows
• Number of Security Patches Applied
• Downtime During Maintenance Periods
• System Performance Metrics Pre and Post Maintenance

3. User Support and Training

KRA: Providing effective support to users and conducting training sessions to enhance system knowledge.

Short Description: Support users and promote system understanding.

• Average Response Time to User Support Tickets
• User Feedback Rating on Support Services
• Number of Training Sessions Conducted
• Training Effectiveness in Improved User Competency

4. System Monitoring

KRA: Continuous monitoring of system performance and health to identify potential issues proactively.

Short Description: Monitor system health and performance.

• System Uptime Percentage
• Number of Proactive Alerts Generated vs. Reactive Alerts
• Mean Time to Identify System Issues
• System Resource Utilization Trends

5. System Upgrades and Implementations

KRA: Planning and executing system upgrades and new implementations with minimal disruption.

Short Description: Upgrade and implement systems seamlessly.

• Completion Time for System Upgrades
• User Feedback on New Implementations
• Impact on System Performance Post-Upgrade
• Adoption Rate of New Features by Users

6. Documentation and Knowledge Management

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

Short Description: Manage system documentation effectively.

• Documentation Accuracy Rate
• Knowledge Base Utilization Rate
• Number of Knowledge Sharing Sessions Conducted
• User Satisfaction with Available Documentation

7. Vendor Management

KRA: Engaging with system vendors for support, issue resolution, and product enhancements.

Short Description: Manage vendor relationships efficiently.

• Vendor Response Time to Support Requests
• Number of Vendor Escalations Required
• Vendor Contract Compliance Rate
• Vendor Contribution to System Improvements

8. System Security

KRA: Implementing and maintaining robust security measures to protect systems from threats.

Short Description: Ensure system security and data protection.

• Number of Security Breaches Detected
• Security Patch Compliance Rate
• User Training on Security Best Practices
• Security Audit and Compliance Results

9. Performance Optimization

KRA: Analyzing system performance metrics and optimizing configurations for better efficiency.

Short Description: Improve system performance.

• System Response Time Improvement Percentage
• Resource Utilization Optimization Rate
• Number of Performance Tuning Activities Implemented
• User Feedback on System Performance Enhancements

10. Disaster Recovery Planning

KRA: Developing and testing disaster recovery plans to ensure business continuity in case of system failures.

Short Description: Plan for system disaster recovery.

• Disaster Recovery Plan Testing Frequency
• RTO (Recovery Time Objective) Achievement Rate
• RPO (Recovery Point Objective) Compliance Rate
• Disaster Recovery Plan Effectiveness During Simulated Scenarios

Real-Time Example of KRA & KPI

Systems Support Engineer at XYZ Company

KRA: Implementing a new incident management system to reduce resolution time and improve user satisfaction.

• KPI 1: 20% Reduction in Incident Resolution Time
• KPI 2: 90% User Satisfaction Rating on Incident Handling
• KPI 3: 0 Repeated Critical Incidents in a Quarter
• KPI 4: 100% Incident Closure Rate within SLA

This initiative led to enhanced operational efficiency and higher user confidence in system support services.

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.