Network Operations Center (NOC)

Network Operations Centers (NOCs) monitors tens of thousands of network elements 24x7, Leader Groups’ high-level NOC management expertise supports its computer network and telecom infrastructure, detects and resolves IT infrastructure incidents, and ultimately ensures the availability of uninterrupted service for our clients and their customers driven by best practices.

Support Framework

As a global NOC services leader, the Leader was an early adopter of the ITIL framework. ITIL is a collection of best practices that allows Leaders to deliver customized support services while maintaining operational efficiency. A leader's structured NOC Support Framework provides a common language that improves NOC communications internally and with clients, their customers, and third parties.

NOC Engineers

Our technicians are responsible for monitoring infrastructure health, security, and capacity on a clients' environment. They ensure optimal network performance and organizational productivity.

NOC Platform

Our NOC is highly integrated. It runs on a single platform— a streamlined operational workflow for efficient troubleshooting.

NOC Operations Platform components:

1) NOC Console:

Event monitoring and management console that allows our NOC to receive, acknowledge, and process events — alerts, calls, emails, and so on, within the SLA windows.

2) Trouble Ticket System:

Comprehensive ticket management features - Leader provides one-way or bidirectional integration with each client's troubled ticket system.

3) Network Management System (NMS):

Leader's NMS includes support for optical, wireless, and enterprise technologies. We also receive event data from your own NMS via email, northbound SNMP, or API.

4) Element Management Systems (EMSs):

Leader's NMS receives event data from clients' EMSs via email, northbound SNMP, or API. We also host and manage your EMS environment optionally.

5) NOC Knowledge Base:

System for storing and updating client support processes and procedures, workflows, and documentation.

6) Circuit Database:

Application stores on-net and off-net circuit information, hierarchical relationships, associated equipment, and port information.

7) Client Customer Portal:

Provides executive summaries in the form of dashboards, as well as detailed information on NOC support activity, real-time network status, and performance. Standard and custom reports based on an event, incident, and performance data are available from the portal.

8) Client-Specific Tools and Integration:

Leader provides integration support to help the NOC take advantage of your monitoring and management toolsets, applications, and systems.

NOC Service Level Agreement

With Leader’s NOC solutions, you decide on the level of service, and we respond accordingly. Choose the service-level agreement (SLA) that best fits your needs and budget.

Leader offers Standard, Priority, and Custom SLAs. SLAs define, for example, response times for monitoring alerts and emails, average and maximum hold times for calls, notification and escalation times, and Tier 1 troubleshooting windows. While our Standard SLAs typically exceed our clients' own SLAs with their customers, we also offer Priority and Custom SLAs for extremely demanding client support environments.

We shall be your point of contact, day, or night:

  • 24/7 Service Desk - Our 24x7 NOC Service Desk is the single point of contact for clients and their customers. "First responders" monitor events, deploy resources, and quickly resolve incidents.
  • Knowing how critical this role is, Leader invests significant time and resources in training our people. Their level of expertise and responsiveness is beyond compare. Job satisfaction is high, and as a result, turnover at our NOC is low. Often, our people move up within the company, bringing their expertise to challenging new roles.

This level of quality gives our clients confidence that their infrastructure is in good hands.

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