Functions
NOCs analyze problems, perform troubleshooting, communicate with site technicians and other NOCs, and track problems through resolution. When necessary, NOCs escalate problems to the appropriate stakeholders. For severe conditions that are impossible to anticipate, such as a power failure or a cut optical fiber cable, NOCs have procedures in place to immediately contact technicians to remedy the problem.
Primary responsibilities of NOC personnel may include:
- Network monitoring
- Incident response
- Communications management
- Reporting
NOCs often escalate issues in a hierarchic manner, so if an issue is not resolved in a specific time frame, the next level is informed to speed up problem remediation. NOCs sometimes have multiple tiers of personnel, which define how experienced and/or skilled a NOC technician is. A newly-hired NOC technician might be considered a "tier 1", whereas a technician that has several years of experience may be considered "tier 3" or "tier 4". As such, some problems are escalated within a NOC before a site technician or other network engineer is contacted.
NOC personnel may perform extra duties; a network with equipment in public areas (such as a mobile network Base Transceiver Station) may be required to have a telephone number attached to the equipment for emergencies; as the NOC may be the only continuously staffed part of the business, these calls will often be answered there.
Read more about this topic: Network Operations Center
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