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Re: 365x24x7
From: JC Dill <jcdill.lists () gmail com>
Date: Mon, 18 Apr 2011 21:35:19 -0700

 On 15/04/11 6:14 AM, harbor235 wrote:
If I were going to provide a 365x24x7 NOC, how many teams of personnel do I
need
to fully cover operations? I assume minimally you need 3 teams to cover the
required
24 hr coverage, but there is off time and schedule rotation?

thoughts, experience?

There have been a lot of comments that talk about the operational issues, and about how well it works or doesn't work to rotate schedules. In my experience, the most important thing to do is to decide how you are going to setup the schedules BEFORE you hire. Then advertise for the exact work schedule(s) you need to fill, and pay an appropriate shift differential so that you get people who are happy to work the worst shifts for slightly better pay. People don't like being treated like slaves, expected to just shut up and work a crappy schedule. You will have a much more reliable team if you treat the staff like valued members of your company, don't try to trick them or over work them, or expect them to disrupt their lives over and over as your shifts change. Some people are naturally night-owls - find them and hire THEM for the swing and night shifts.

Also, don't forget that your 24x7x365 staff will have to work holidays, and be sure to work in an appropriate holiday bonus pay schedule as well. Otherwise expect to eventually have a bad case of the blue flu someday and end up having to call managers (directors/ VPs, YOU) away from their holiday with their family to keep your NOC staffed.

jc



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