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NOC Operation

The document outlines the operations of the NOC team, detailing responsibilities such as new connections, ongoing operations, incident escalation, and monitoring. It includes current team capacity, work hours, and daily targets for customer provisioning and escalation teams. Additionally, it highlights the manpower planning and challenges faced in maintaining service levels amidst growing network demands.

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Laxman Koirala
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13 views5 pages

NOC Operation

The document outlines the operations of the NOC team, detailing responsibilities such as new connections, ongoing operations, incident escalation, and monitoring. It includes current team capacity, work hours, and daily targets for customer provisioning and escalation teams. Additionally, it highlights the manpower planning and challenges faced in maintaining service levels amidst growing network demands.

Uploaded by

Laxman Koirala
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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NOC operation Overview

Current Work
Team hours/Availa
NOC team capacity Responsibility Work Scope Areas bility
1. New Connection:
- Ensure Network/ODN details
correctness as per our network
Planning
- Ensure Funnel and leads as
proper

Provisioning
- Configure customer and activate
- Troubleshoot any connectivity
issue relating to provisioning

Database
- Record keep customer details of
new connection

2. ON-going operation

2.1 Customer Relocation


- Check for relocation lead and its
payment if not escalated to
concern department
- Configure customer as per newly
shared relocated details
- Assure over internet resumption
- Deletion of his previous account
from the system during
provisioning operation.

Database:
-Record keep customer details of
Relocated customer

2.2 Router Change/STB


- Provision any request relating to
equipment changes as per request
receive relating to case ticket from New connection:
Field team or last mile support. 100-120/day
Customer Relocation: 20-25
Connection & Database: /day
Provisoining - Record keep asset changes on Router Change/STB: 9:00 AM -
Team 5 the system 5-10 /day 8:30 PM
1. Incident Escalation

A. Network Related
1.1 Carrier Related
(CDN/International)
- Enquire and escalate to our
Network carrier for any anamoly
- Inform to concern internal
team/customer if any

1.2 Trunk level Escalation


- as per internal SLA trunk level
escalation to MS team
- Ensure and support to Field team
during operation to maintain trunk
power under operational
threshold
- Internal information sharing

Database:
- Ticket generation over incident &
report keeping

B. FTTX Related
1.1 PON related
- Verify down customer relating to
PON los (Email/record)
- Escaltion of PONlos to MS-team
as per SLA
- Support to Field team during
PONlos maintenance window
- Flag unrestored customer to Ms-
team post restoration
- Broadcast incident SMS/alert to
impacted client

Database:
- Ticket generation over PONlos
- Summary report over
unrecovered customer post Montior IV/OV active
restoration (daily) devices and their
alarm:
1.2 Multiple device
- Verify Multiple device instances Inside Valley:
post enquiry from L1-team Total POP's: 49
Monitoring & - Escalte to MS-team relating to
Escalation Multiple device Outside Valley:
Team 6 - Support to MS-team over Total POP's : 50 24 hrs
Customer recivery during
maintenance window
- Flag unrestored customer to Ms-
team post restoration
- Broadcast incident SMS alert to
impacted clients

Database:
- Ticket generation over Mutliple
Device (Email/record)
- Summary report over
unrecovered customer post
restoration

C.Outage:

1.1 Planned Outage:


- Broadcast to Customer relating
to Planned outage

1.2 Unplanned:
- Escalation to Concern team
immediately over
Whatsapp/Email.
- Broadcast incident SMS alert to
impacted clients

2. Preventive Actions:

2.1 Trunk related:


- Power under theshold is
observed and MS-team being
acknowledge over possible trunk
maintenance.

2.2 Internal MS-team:


- Deviation over MS-team
work/detail mismatched is
highlighted and emailed to
internal MS-team for further
investigation.
Manpower Planning:

Current Capacity

A. Customer Provisioning Team

Time taken for conversion of single


Account Conversion 10-15 min
Connection/handler 3-4 connection

Total handler present hourly breakdown


Time of the day Sun-wed Thr-fri Saturday
9:00 AM-5:30 PM 1 1
10:00 AM-6:30 PM 2 1 1
12:00 PM- 8:30 PM 2 2 1

Company Target year 81


Description Yr '81

Total Provisioning work daily 175

Daily connection target 145


Our Current Provsioning work comprises of below
Daily Relocation 25
Daily Reprovisioning work 5

Current Connection Request trend Hourly/ Company targeted connection Man-handler forecast
Note:

1. The above is solely based over connection request only, no any consideration taken for
reprovisioning request and relocation.

B. Escalation & Provisioning Team

Current Capacity & Shift hours distribution

6:00 AM - 2:30 PM 9:00 AM - 5:30 PM 1:00 - 9:30 PM 9:30 PM -6:00 AM


2 1 2 1

Note:

1. Staff members with only 7members operating (24X7).


2. Personal leave and request among members under this team size and growing network is next
challenge.

Manpower Requirement:

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