Connectria’s Network Operations

We always talk about 24/7 support, but how does it really work?  I got a chance to catch up with Josh Wells, our Technical Support Manager of Connectria’s Managed Hosting Network Operations Center (NOC). He provided me with some great “behind the scenes” information.
So what is the NOC?
The NOC stands for Network Operations Center, it is our tier 1 & 2 support staff.  We handle all incoming support calls, routing of support tickets through our ticketing system, priority 1 support issues, and escalation of issues that require intervention from our engineering staff.
 What do you monitor?
We keep a close eye on server security, performance and everything in between.  Our central monitoring system takes care of the core monitoring needs for our infrastructure, customer servers and devices along with utilization alerts.  We have a number of more customized and purpose built monitoring systems as well which watch things like power, cooling temperatures and support queue lengths.
As an example of monitoring in action, if resource utilization hits a certain threshold we’ll determine the severity of the alert and engage our engineers to take proactive action before it causes downtime or a system outage.   When required, we will escalate the events to our customers as well.  We support customized alerts and escalations with all of our customers.   We have a detailed set of procedures on when and how we alert a customer or take actions when an event occurs.

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