NOC / Support Center
The primary goal of a committed NOC team is to improve on resolving issues within a stipulated time line and making customers believe that their issues are taken care off, on time. Most challenging is to recover from outages and it drives the change that is needed to ensure corrective measures to prevent re-occurrence of similar issues. Incident Management requires a dedicated and knowledgeable team to do what it takes to resolve the issue, post the incident – one has to ensure post-mortems are conducted, learnings are documented and corrective measures are logged with respective teams. Shifts require NOC engineers to be alert on their RMS tools and the teams need to work cohesively to enable quick resolutions going forward. Logging of such cases appropriately is most important. A sound NOC’s secondary goal of is for reducing the demand for repeated support on similar issues.
A workable culture of monitoring, automated operations and continuous improvement is always key for a successful NOC. You will work closely with parallel Service & Development teams to ensuring that all applications are monitored and have actionable resolution paths assigned. Resolutions need logs where and when required to make the learning process smoother within the NOC environment. This is essential for a NOC to keep improving their customer expectations.
Within the NOC team there has to be all levels of experience and knowledge, empowering the personnel to get involved and make the change needed to improve their systems, from identifying issues to reviewing design and suggesting any architecturally significant changes need to improve stability, scalability and performance of overall systems.