Best practices for a network operations center prioritize training, are based on clearly defined roles, and establish clear protocols and means.
Make training and knowledge development a priority: Your NOC team must have high-level skills, particularly in monitoring, managing, and solving specific problems in network and IT infrastructure performance. Provide robust, frequent training on procedures and protocols for any event, and stay up-to-date with the changing technology landscape and changes in your IT environment. Prioritize network performance issues, but don't neglect collaborative procedures with your SOC on security issues. A key procedural issue is escalation; Make sure staff know how and when to make the quick decision to send a growing problem to a more experienced teammate.
Define clear roles: Flatter organizational hierarchies are more popular these days. In the fast-paced world of network monitoring, it makes sense to train each team member rather than rigidly insist on level or role changes. However, while technicians must be equipped with the knowledge and authority to act quickly to avoid network failures, it is still necessary to have escalation levels and move supervisors to control the CNO.
While NOC technicians should allow them to do their jobs and offer information, and certainly should not be micromanaged, a leader is needed to assign technicians' work based on their skills, task priorities, reporting, verifying that incidents are Properly resolve and notify the larger Organization event if necessary. In addition, each technician should know in particular what activities will be planned, their level and the notification line in case they have to escalate an incident or respond to one.
Allow strong communication: Keeping the lines of communication open (within the NOC, SOC, and other external teams) can be challenging. It is certainly much more than a simple meeting. Instead, a concerted effort is required to train staff on how and when to share information and hold them accountable. Creating regular opportunities for collaboration and coordination is the key to a solid NOC.
Establish clear guidelines and protocols - keep things running smoothly by creating well-defined policies for the following:
Incident Management - Document the steps technicians must take to manage accidents (for example, when the technician can make the decision, when to intensify the decision, when to inform team members, etc.).
Solutions: Describe procedures for dealing with common problems and provide immediate methods for dealing with emergencies.
Escalation: Determines how the team should send problems and to whom.
Priority setting: Determine which incidents have the highest priority and which technical levels should handle the most important. Accidents should be classified according to the degree to which they will affect the activity.
Having consolidated protocols ensures that everyone is on the same page, provides consistency across the organization, and increases accountability among NOC staff. Of course, having the right people and processes sets the stage, but the real work can't be done with the right tools.