Insights

Notes from engineering and technology operations.

Practical lessons from leading technical teams, improving reliability and turning operating evidence into decisions. The examples come from work I have done; sensitive customer details stay out of the discussion.

What I write about

Team ownership, service performance, infrastructure decisions and the habits that help technical organizations operate with less guesswork.

One operating question, examined in depth.

October 18, 2026By João Pedro Albernaz

A KPI review should change a decision

Building a support team’s first KPI framework taught me that the report matters only when it helps someone decide what to own, where to add capacity or which risk deserves attention. This article explains what changed during the first 30 business days and what I carried forward.

Read the article

From the work: first support KPI framework, inherited backlog cleared and median resolution below two days in the first reporting period.

The article focuses on the management lessons behind those outcomes, without presenting one team’s experience as a formula for every organization.

See the underlying case.

The support-turnaround case study gives the concise situation, action and result. The article explains how I think about the review itself.

Understand the broader experience.

Read my résumé for the career history behind these observations, or review other cases across infrastructure, reliability and technical support.

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