Senior It Executive

KRA-KPI Sr. IT Executive (L2)

Key Result Areas:

1. Server Administration: Managing and maintaining servers, including installation, configuration, maintenance, and upgrades.
2. IT Security: Ensuring that servers are secure and protected from cyber threats and malicious attacks.
3. Server Monitoring: Monitoring server performance and responding to alerts and notifications.
4. Backup and Recovery: Ensuring data backup and recovery systems are in place and effective.
5. Technical Support: Providing technical support and assistance to end-users.
6. Disaster Recovery: Maintain a proper action plan in case of Disaster or any incident in minimum downtime.

Key Performance Indicators:

1. Server uptime and availability & Mean Time to Repair (MTTR)
2. Service level agreement (SLA) compliance
3. Customer satisfaction with technical support
4. IT infrastructure cost optimization
5. Knowledge of NAS, SAN, AD server, DHCP and office 365 administration.
6. Compliance with IT policies, regulations, and standards
7. Employee satisfaction with IT services and support.
8. Maintain change management and incident management process with proper RCA preparation.
9. Coordination with customer/partner SPOC for Hardware / VM / Software Accuracy and completeness of asset management records.
10. Provide L3 level support and trained L1 & L2 Engineers for new technologies and process.
11. Maintaining an inventory of laptops, desktops, and Printers. Ensuring that they are accounted for and managed effectively.
12. Incident management, reporting, RCA preparation.
13. Multitask and handle various tasks based on priority, maintain Incident resolution time & Problem resolution time.