What are the Important Roles in the NOC?
The most critical role for any organization’s Network Operations Center is to monitor its networks 24/7. This means that every minute of every day, someone must be watching over your systems from an operations perspective. The NOC should always be aware of what is happening with all aspects of the network infrastructure: servers, routers, switches, firewalls, etc. If something goes wrong, it needs to be fixed immediately so that users can continue working as expected.
The second key function of the NOC is to maintain the health of the network by ensuring that everything works properly. For example, if there is a problem with one server, then the NOC may need to reboot it to fix the issue. Or perhaps the router has been damaged and needs to be replaced. In either case, the NOC technician would know how to perform these tasks without causing further problems.
Finally, the NOC provides support when things go awry. When a user reports a problem, the NOC analyzes the situation and determines whether it requires immediate attention or can wait until later. It might take some time before the NOC knows exactly what happened, but once they do, they provide assistance. They may even help troubleshoot the issue themselves.
How Does this Differ from Other Areas of Technology?
In many organizations today, the NOC functions more like a traditional call center than a technical department. A typical call center receives calls from customers who want information about products or services. Call centers often employ customer service representatives who answer questions and resolve complaints. These CSRs receive training in order to understand their product line and respond appropriately. However, because the majority of callers don’t actually purchase anything, call centers rarely offer technical advice. Instead, they refer people back to the company’s website where they can learn more about the product or contact the manufacturer directly. This model doesn’t apply well to the NOC. Network administrators aren’t just answering questions; they’re analyzing data and providing solutions. And unlike a call center, which only deals with customers at certain times during the day, the NOC monitors the entire system continuously. So while the NOC isn’t technically a call center, it still plays a similar role.
Why is this Different Now?
As businesses become increasingly dependent upon computer-based technologies, the importance of having reliable networks increases
This trend began years ago, but it accelerated significantly after 9/11. As companies became reliant on computers for business purposes, they realized that they needed to ensure that those machines were operating correctly. To accomplish this goal, they turned to the NOC. But instead of simply responding to requests for help, NOC teams started performing proactive maintenance activities such as rebooting servers or replacing faulty equipment. Today, the NOC performs much more than simple repairs. The NOC must monitor all aspects of the organization’s infrastructure so that no single failure could cause catastrophic damage.
This increased responsibility means that the NOC personnel are required to possess specialized skills. Because most employees lack expertise in networking, the NOC must hire individuals who specialize in this area. Additionally, the NOC must train them thoroughly so that they can effectively handle any task. In fact, one study found that nearly half of all new hires failed to meet minimum qualifications.
The NOC has grown into an essential part of every enterprise. While there was never a shortage of techies capable of repairing PCs, few had the necessary background to address problems related to the Internet. Nowadays, however, everyone needs to be able to identify potential threats and prevent attacks.
The NOC is responsible for ensuring that your systems operate properly 24 hours per day, seven days per week. It does this by constantly monitoring traffic flowing through its networks. If something goes wrong, the NOC should immediately notify someone who can fix the problem. For example, if a server fails to reboot automatically when instructed, then the NOC should alert the appropriate person so he or she can take action.
In conclusion, the NOC is becoming an integral component of almost every business. Its responsibilities include everything from preventing cyberattacks to identifying and fixing problems before they occur. With these expanded duties comes greater demand for qualified professionals.
