A network operations center or NOC (pronounced "knock") is a central location where IT technicians directly support the efforts of RMM (Remote Management and Monitoring) software. NOC teams are often used in the area of managed IT services and are an important driver for service delivery for many managed service providers (MSPs).
These technical teams closely monitor the endpoints they monitor and manage, solve problems independently when they occur, and take preventive measures to ensure that many problems do not occur. NOC teams are also heavily involved in high-level security measures and disaster backup and recovery (BDR) efforts to ensure 24/7 availability of MSP customers.
What roles and responsibilities does a NOC technician have?
NOC engineers and technicians are responsible for monitoring the health, safety and capacity of the infrastructure in the customer's environment. You make decisions and adjustments to ensure optimal network performance and organizational productivity.
When an MSP action or intervention is required, NOC technicians can create alerts (or "tickets") that identify and classify the problem based on severity, alert type, and other criteria. Depending on the relationship between the NOC and the MSP, technical teams can work together to solve the problem (and determine the root cause to avoid future problems).
Technicians are classified according to "levels" that indicate the severity and difficulty of the problems they are dealing with. The levels are numbered 1 (easiest problems to solve, minor problems) and increase the capacity of the most complicated IT problems. For example, in the event of a hardware failure, a warning can first be assigned to a level 1 technician. However, if the problem goes beyond the failed hardware upon further review, the ticket can be escalated. to a level 2 or 3 technician.
NOC engineer are constantly investigating abnormal network activities, making technical adjustments, and can pool extensive resources, some of which are rarely used by an internal IT service provider to respond to emergency situations.
Additional NOC functions include:
- Installation, troubleshooting and updating of the application software.
- Email management services
- Backup and storage management.
- Network detection and evaluation
- Action policy
- Monitoring and administration of the firewall and the intrusion prevention system (IPS)
- Scan and fix viruses
- Patch management and whitelisting
- General threat analysis
- Optimization and service quality reports.
- Voice and video traffic management.
- Performance reports and suggestions for improvement.