Re: Building a NOC

[dirk () power net]

Are signatures migrating into headers? 

Dirk


To: blip () morgan iw net
Date: Wed, 25 Mar 1998 02:12:48 -0600 (CST)
Cc: nanog () merit edu
RFC_Violation: You saw it here first!
From: jamie () dilbert ais net (James Rishaw)
Reply-To: jamie () ais net
Organization: American Information Systems
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On Wed, Mar 25, 1998 at 02:12:48AM -0600, James Rishaw wrote:
> I helped build a NOC, too..
>
> It was scrapped time and again when serious mistakes on the parts of all
> (planning and esp. management) were made.
>
> Consider manpower.  Be nice to your NOC.  Let THEM pick the times that
> the NOC shift will go.  We started with a 3x9h shift (with overlap) and
> then scrapped it for a 12h model, which has taken morale down.
>
> Consider training.  Dont hire people unless you have the time to train them.
> Serious time where other things will be put off.  Assign someone to be
> trainer (someone clued) and get ALL other responsibilities off of him/her
> for the duration of the training, which, if done right, will be forever..
>
> Don't "cut" the NOC in.  Phase it in.  "The NOC will be operational on x"
> really doesnt make sense.  It will guarantee failure, unless you have
> an extra million laying around to hire triple the needed staff.  My
> advice, start small, train each person, phase in the NOC.. slowly
> move duties over. If you have a phone system and a "NOC line", round robin
> calls or ACD them so x% of them go to the NOC and the rest to the
> "traditional" phone answerers.
>
> That's about all I can think of.. i'm sick as hell, just woke up..
> 213 am.. ugh..
>
> need.. more.. nyquil..
>
> -jamie
> PS/The noc was not AIS. It was at a former employer.
> -- 
> jamie rishaw (dal/efnet:gavroche)           American Information Systems, Inc.
>                     Tel:312.425.7140, FAX:312.425.7240