While Network Operations Centers can be equipped to handle low-level network issues such as password resets, more complex issues such as disaster recovery and cyber breaches can be addressed as well. NOC's typically solve network issues without the end user's involvement.
If a NOC is working properly, the end user shouldn't notice issues such as prolonged downtime, malware, or poor network functionality. Network Operations Centers typically operate in a tiered fashion. This tiered structure allows for tasks to be quickly and appropriately routed to the employee best suited for the job. By monitoring various cyber security software, NOC employees can identify tasks such as administrator privileges that need to be granted, or malware threats that need to be addressed.
Once tasks are identified, a ticket is created and elevated to the appropriate employee that is best suited for the task. Since NOC's typically operate in a tiered fashion, this may mean that, for instance, the first tier may be equipped to handle low-level tasks such as password resets while a third tier may be reserved for only the most critical issues such as ransomware attacks and network outages.
With tiered systems, the level of work experience required in a NOC employee advances as you move through tiers. This ensures that seasoned employee resources are reserved for calls that need them most. Most Network Operations Centers can typically solve most issues by either using certain security software or by remotely accessing an end user's computer. For bigger issues, some NOC's offer onsite assistance for clients within a certain distance.
This can be a major differentiator to help desks, which are sometimes hundreds of miles away or even overseas. Help desks and Network Operations Centers can sound so similar that it can become difficult to tell them apart. While both have network security offerings, the difference lies in how extensive the service offering is and how it is carried out.
Help desks provide basic support by fixing simple problems. However, once an issue is resolved, the continual monitoring and maintenance of your network is typically left up to you. Additionally, some help desks are only equipped for low-level requests , which means that more complex issues may be left on you to contract out to a third-party company.
Network Operations Centers are similar to help desks in the sense that network security issues can be solved, but NOC's typically don't communicate with the end user. Unlike a help desk, where clients can call in to report issues and create tickets, NOC's identify issues and create tickets themselves.
This is beneficial because issues can be identified and resolved faster than they would with end users identifying them. Additionally, unlike a help desk, NOC's monitor clients' networks and proactively take steps to address issues, which means that end users don't have to be burdened with monitoring their own network and devices for issues. Additionally, unlike help desks which may only be equipped for simple network issues, NOC's are equipped to handle any and all computer and network issues , including cyber attacks and network outages.
A Security Operations Center's main objective is to secure a client's network. Their specialized team dedicates all its resources to threat monitoring and management. A Network Operations Center has multiple objectives that extend beyond network security. Well run network operations teams embrace a variety of tried-and-true best practices.
These include but are not limited to the following:. Out of this list of best practices, today's staff is more likely to focus on network performance versus application availability. But application availability and performance is key to driving business goals for enterprises and service providers.
The shift of applications to the cloud will be the key driver in network operations spending more time on application availability and performance going forward. Specifically, network operations teams will need to ensure internal and external networks and services do not impede application availability but instead accelerate its delivery.
Network Intelligence technology addresses many of the challenges associated with the pursuit of network operations best practices. To assure optimal network and application performance, network operations teams need detailed and accurate network path visibility, along with routing and application layer data. To support proactive problem management , the NOC engineer will correlate incidents with existing problems and also participate in identification of new problems.
To manage deployments , the NOC engineer will support planning and execution of changes in production environments especially deployment of new and changed features as well as patch management. NOC engineers are an invaluable resource when it comes to identifying both positive and negative impact of changes post-deployment.
The NOC engineer can be involved in installation and configuration of infrastructure and platforms whether on-premise or cloud-hosted , where these activities have been defined as routine procedures. The NOC engineer can also be equipped with knowledge on identification and first line support for information security events and incidents.
Good eyesight and quick reactions are obvious qualities for someone working at the NOC. Beyond that, of course, the NOC Engineer requires a particular set of capabilities for their role, such as:. This particular role is at the frontline, where speedy detection and analysis of events are critical to speedy identification and resolution of incidents.
The European e-Competence framework defines some required knowledge areas for anyone working in service delivery, and these are key for a NOC engineer including:. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.
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