With the complexity of IT processes to others, some would wonder what is their day like? Are their eyes really glued on screen 24/7? Are they really all about those codes with a black or blue background? Is it really that complicated that we would need years of study to fully comprehend it?

Now, we interviewed our resident Network Engineer to give us an insight into what is usually happening in the Networks Operations Center.

network operations outsourcing

After the usual coffee and breakfast to fuel them for the day’s activity, it would usually start by checking their emails to attend account managers’ requests and inquiries.

These Account Managers are the one who communicates directly with the Network Operations Center. They are the representative of the companies that outsourced their NOC. Also, they are also checking alerts for any major problems; If there’s none, they would proceed to trouble ticketing.

Concerns are sent through “Trouble Tickets”. Techopedia defines this as “the result of an end-user submitting a help request via an issue tracking system, and it typically contains elements detailing the exact nature of the problem the end-user is having with a specific network component. The trouble ticket is then forwarded to the appropriate IT technician, who is responsible for addressing the issues within the trouble ticket based on the ticket’s severity, impact to the organization, time received, etc.”

After receiving trouble tickets, they would troubleshoot the problems for them to solve before it got worse.

Their main tasks also include traffic monitoring and maintenance. Traffic is also known as calls. They monitor it every 2 hours and if they notice there’s a decrease or a major fall down on the volume of traffic (stats required by the company) they would be informed by the account manager through email. And this will be the indication to check issues and where it came from.

If there’s a new client, they would conduct ‘carrier testing’. They would test routes and switches if it’s functioning properly.  Routers, as defined by Cisco, “are used to tie multiple networks together. For example, you would use a router to connect your networked computers to the Internet and thereby share an Internet connection among many users. The router will act as a dispatcher, choosing the best route for your information to travel so you receive it quickly.”

Switches, also from the definition of Cisco,  “are used to connect multiple devices on the same network within a building or campus. For example, a switch can connect your computers, printers, and servers, creating a network of shared resources. The switch would serve as a controller, allowing the various devices to share information and talk to each other. Through information sharing and resource allocation, switches save you money and increase productivity.”

In the process, they will have access to the switch, and routers will be configured there.

After that, they would also attend requests of the account managers for they also monitor the traffic and assure that there will be minimal troubles. Though it’s almost inevitable, it is NOC’s job to make sure all will be well.

This completes their usual and main day-to-day tasks, but this is just the tip of the iceberg. Their tasks are not limited to these and still may vary according to what account managers or clients would request or the service they need.

We can, therefore, conclude that their eyes are somehow glued to the monitor 24/7 to keep an eye to every account manager’s request or trouble ahead.

NOC appears to be the problem-solver of the company in terms of the network system.

We cannot emphasize more how networks are important to the company’s cooperation and coordination. Want to know more? Connect with us at bd@athl.com.hk.