Primary responsibilities of Network Operation Center personnel may include:
Network monitoring
Incident response
Communications management
Reporting problems
NOCs analyze problems, perform troubleshooting, communicate with site technicians and other NOCs, and track problems through resolution. When necessary, NOCs escalate problems to the appropriate stakeholders. For severe conditions that are impossible to anticipate, such as a power failure or a cut optical fibre cable, NOCs have procedures in place to immediately contact technicians to remedy the problem.
NOC has multiple tiers of personnel’s such as Tier1, Tier2, Tier3 and Tier4 which defines the technicians Qualification and the experience.
NOCs often escalate issues in a hierarchic manner, so if an issue is not resolved in a specific time frame, the next level is informed to speed up problem remediation. As such, some problems are escalated within a NOC before a site technician or other network engineer is contacted.