24/7 NOC Support
24/7 NOC support
Technonies provide a 24/7 NOC support a central location for enterprise IT. Here, network operations center team members supervise, monitor, and maintain an enterprise's services, databases, System health check, external services, firewalls, and networks by 24/7 NOC (Network Operations Center) support.
Responsibilities NOC Engineer
- Handle inquiries received from customers by telephone, email, or ticketing system (ServiceNow)
- Monitor system and network alarms via Netcool/Nagios
- Perform research, analysis, and isolation of alarms that require escalation, additional research, and/or triage
- Publish information to the knowledge base within Confluence/Wiki
- Adhere to Service Levels Agreements, Operational Level Agreements, and internal processes
- Track all interactions within the ticketing system and route tickets to appropriate internal departments for further assistance
- Escalate issues in a timely manner
ITSM activities under a NOC Engineer
- Servers
- Network infrastructure
- Apps
- Databases
- Even data centers
- Keep a record of the incidences and match them to the happenings
- Apply appropriate workarounds
- Coordinate and communicate with higher-ups in support, as well as other parties like vendors, to find a solution.
The NOC engineer’s role is to help correlate occurrences with preexisting problems and to help identify future problems to aid in proactive problem management. The NOC engineer will collaborate with an issue analyst to discover and catalogue workarounds and previously discovered errors.
The NOC engineer will assist with the preparation and implementation of modifications to production settings, such as the rollout of new and modified features and the administration of patches.
When it comes to assessing the after-deployment effects of modifications, the expertise of NOC engineers can’t be beat.
- Proactive and reactive monitoring
- Sharing data on the accessibility, capability, and effectiveness of parts and services.
- Maintenance tasks, such as system backup and restore
- Actions taken in preparation for a disaster, such as using failover scripts.
- Support team monitoring 24/7 NOC support.
Installation and configuration of infrastructure and platforms (whether on-premise or cloud-hosted) may be under the purview of the NOC engineer, provided that these tasks have been designated as part of the NOC’s standard operating procedures.
The NOC engineer may also be trained to recognize and respond to incidents and events in the realm of information security.