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NOC Implementation Rules Document

The document describes the scope, mission, tools, alerts, rules, and processes for Glory Network Operations Centre (NOC). The NOC monitors Glory's global network using the Solarwinds Orion tool. When alerts are triggered, NOC agents must acknowledge the alert, open a ticket, and escalate it to the Infrastructure Management team according to defined rules and matrices for prioritizing and categorizing incidents. Contacts for the Infrastructure Management technicians are also provided.

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82 views6 pages

NOC Implementation Rules Document

The document describes the scope, mission, tools, alerts, rules, and processes for Glory Network Operations Centre (NOC). The NOC monitors Glory's global network using the Solarwinds Orion tool. When alerts are triggered, NOC agents must acknowledge the alert, open a ticket, and escalate it to the Infrastructure Management team according to defined rules and matrices for prioritizing and categorizing incidents. Contacts for the Infrastructure Management technicians are also provided.

Uploaded by

pasc colchete
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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GGS Service Desk Network Operations Centre project

Glory Network Operations Centre

Scope
The GGS Network Operations Centre has the following scope:

 Network monitoring.
 Application monitoring.
 Incident response.

The GGS NOC mission is to monitor the GLORY network, in the 3 regions (AMER, APAC and
EMEA), intervening whenever an anomaly is identified that affects the network, either globally
or locally.

Tool
In order to achieve the proposed objectives, the agents that are part of the NOC team have at
their disposal the tool Solarwinds Orion, which is available at the following link:

https://solarwinds.gloryglobalsolutions.com/Orion/SummaryView.aspx?ViewID=1

The tool is used to monitor alerts and events that are detected in the GGS network.

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GGS Service Desk Network Operations Centre project

Alerts
The alerts can be viewed on ALERTS & ACTIVITY -> Alerts or on Solarwinds Orion main page,
where is possible to check which nodes and components are down.

Menu ALERTS & ACTIVITY Solarwinds Orion Main Page

An alert can be triggered in two ways:

1) On Solarwinds Orion site, through the Alerts panel ( Figure 1).


The type of alert is described (if it’s critical or warning), the object that triggered the
alert, when it was triggered and who acknowledged the issue.

Figure 1 – Solarwinds Alerts panel

2) By email, if the agent’s email is configured to receive notification alerts ( Figure 2).
The active notification emails are configured for the most critical alerts, namely when a
node is down.

Figure 2 – Notification email

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GGS Service Desk Network Operations Centre project

NOC rules
When an alert appears, the following rules must be followed:

 A ticket should be created in Service Desk+ 10 minutes after the alarm was triggered.
As it’s known that there are false alarms, which can be triggered by issues with the
Solarwinds sensors or by shorts breaks in the local network, it was decided that should
be allowed a few minutes before creating a ticket, to understand if it’s a real case or a
false positive alarm.

 After the alarm is triggered by the Solarwinds system, it must be acknowledged in the
Alerts panel.
For that happens, the agent should click on Acknowledge button ( Figure 3).

Figure 3 – Alerts panel with an example of the Acknowledge button

An Acknowledge Alert popup appears and the Note box must be completed with the
ticket ID opened in Service Desk+ (Figure 4).
Even if it’s a false positive, it must be acknowledged but the Note box can be left blank
or recorded that the alert has been resolved within the 10-minute mark.

Figure 4 – Acknowledge Alert popup with ticket number registered in the Note box

 If the agent receives the Solarwinds notifications in his email, he can forward them to
[email protected] along with the print screen of the error on
Solarwinds Orion site, to generate a new ticket. This allows the Infrastructure
Management technicians to have more information about the issue through the link
notified by the email.
However, the ticket rules must continue to be observed.

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GGS Service Desk Network Operations Centre project

 The ticket must be opened with the following information (e.g.: tickets 514640,
514780):
o Type: Incident.
o Requester: agent name.
o Title: Solarwinds: <name of the node> <type of issue>.
o Description: Brief description of the issue and include a print screen with the
error.
o Service Category: Network Services.
o Mode: NOC.
o Category: Infrastructure.
o The Subcategory and Item must be filled according to the approved
Categorization matrix.
o Impact and Urgency must be filled according to the approved Priority matrix.

 The ticket must follow the Service Desk management practices and must be escalated
to Infrastructure Management group.

A component that is associated with the ECHO project must have no action by the NOC
team. These components are directly managed by the TCS team and don’t need any tickets
or acknowledge during network monitoring.

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GGS Service Desk Network Operations Centre project

Infrastructure Management contacts matrix

Technician Email Site


APAC
Mark Jiang [email protected] Shanghai (China)
Tarik Shaikh [email protected] Mumbai (India)
EMEA
Jeyvisson Gomes [email protected] Torres Vedras (Portugal)
João Ferreira [email protected] Torres Vedras (Portugal)
AMER
Dan Dritlein [email protected] Watertown (USA)
Jeremy Reynolds [email protected] Watertown (USA)

Categorization matrix

Category Subcategory Item Objet that triggered Alert name


Infrastructure NOC Monitoring Components usage Physical memory Volume usage alert
Cached memory Memory usage alert
Server CPU load alert
    Node Switch Duplex mismatch
FastEthernet Alert me when a
Server node goes down
Router
    Hardware Chassis Management Alert me when any
Physical memory hardware
Chassis status component goes
Redundancy sensor into a warning or
System board critical state
PERC Adapter Hardware
component is in
warning or critical
state
    VPN down   VPN site-to-site
tunnel down

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GGS Service Desk Network Operations Centre project

Priority matrix

Impact Urgency Priority Description


1 1 P1 When a full site is down, not allowing users to connect to network.
2 2 P2 When an important network resource is down or when a critical alert is
triggered.
3 3 P3 When a warning alert type is triggered.
4 4 P4 Not usable at the moment.

P1 P2 P3
Figure 5 – Priorities examples

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