NOC engineers and Helpdesk is on duty for proactive monitoring of the IXSA network. Every alarm logged to the monitoring system will be investigated and confirmed. Trouble tickets are to be created on every incidents or trouble reported by the monitoring system and or reported by the customers. NOC will have a dedicated phone numbers for customer reporting troubles. The NOC will also accept request and reports via email, fax or IM other than the provided phone hot line numbers.
NOC Duties and Responsibilities
NOC Engineer is responsible for following up on the trouble ticket open up by Helpdesk or customer then perform initial troubleshooting to have them correct, fix or solve technical problems. The hours of operation for the NOC shall be 5/8.
During the hour of operation, NOC engineer will proactively monitor the IXSA network thru monitoring systems. Any alarms logged by the system should immediately be investigated. If the alarm is valid, NOC engineer on-duty should open a ticket and troubleshoot to resolve the issue. During the course of troubleshooting NOC engineer should follow proper escalation procedure and give timely update on tickets and customers.
During operations hour NOC are expected to be logged into monitoring system at all times. Your Primary responsibility is Network Monitoring and working on medium and low level tickets. If for any reason you are going to leave your desk (HP Openview) you must contact the backup On-Call engineer to cover for you until you return. This includes lunch, bathroom breaks etc.
Helpdesk Responsibilities
If the NOC Engineer is unavailable, a Helpdesk analyst is proactively monitor the IXSA network. For major alarms Helpdesk must open a ticket
and leave a message in NOC mailbox. For called in troubles, Helpdesk should log a ticket and contact the caller within 15 minutes to update the status of the ticket. If the problem is a genuine emergency and require immediate attention, the On-Duty Engineer(s) should be contacted via pager or cell phone.
The Helpdesk analyst should provide as much detail as possible about the nature of the problem including error message, location, project, and trouble tickets among others.
