Improving NOC Support For Infrastructural Management With NOC Professionals

In March 2019, we partnered with an MSP based in Dallas which is one of the most respected IT companies in the region. As a hosted service provider, they offer industry-leading consulting services and a robust technical service division of certified technicians, engineers, and sales consultants. Their own data center houses 300 servers, providing more than satisfactory solutions to their customers.

This company reached out to us to address the operational challenges in their NOC support, ensuring that their infrastructure remains secure, efficient, and always available. With our experienced team of NOC engineers, we will discuss how we mitigated their concerns.

Areas Of Concern 

The client faced significant issues with their NOC services, down from the basics to complex issues. They approached us with several critical issues impacting their operations and customer satisfaction

• Inconsistent 24/7 monitoring: There was a lack of monitoring over servers around the clock. Missing out alerts and causing downtime.
• Lack of a proactive approach: Many issues were only addressed reactively after causing disruptions which caused operational disturbances. 
• Ineffective patching: There were delays and gaps in patching which created vulnerabilities and compliance risks in the networks.
• Escalation gaps during weekends and after-hours: Incidents occurring during off-peak hours were often unresolved until the next business day which led to dissatisfaction among the customers.
• Frequent server downtime: Servers going offline during weekends and after-hours caused significant disruptions to their hosted services. 

Addressing And Solving The Issues

We worked closely with the client to design and implement an actionable NOC support strategy that addressed their specific needs: 

Comprehensive 24/7 Monitoring 

• Deployed a robust RMM system to provide constant oversight of all 300 servers. 
• Set up customized alerts to ensure quick detection and response to anomalies. 

Proactive Issue Resolution 

• Adopted a proactive approach by identifying and addressing potential issues before they escalated. 
• Conducted monthly trend analysis to mitigate recurring problems and optimize server performance. 

Efficient Patching Processes

• Implemented an automated patch management system to ensure timely and accurate patching of all servers, enhancing security and compliance. 
• Scheduled patching during low-impact windows to minimize service interruptions.

Weekend and After-Hours Escalation Team 

• Made a dedicated escalation team available during weekends and after-hours to address critical incidents immediately. 
• Reduced downtime by ensuring incidents were resolved promptly regardless of the time.

Root Cause Analysis and Reporting 

• Submitted detailed incident reports and root cause analysis to prevent a recurrence. 

The Difference We Made

NOC services are quite vital for customers who seek them as they wish to perform their operations smoothly with minimal disruption. The MSP who struggled to offer personalized NOC services to their customer despite the scalability, reached out to us for better direction and order.

By the end of the project, the MSP was delighted with our service and how we planned the entire infrastructure and tackle critical issues efficiently.

Tech Stack We Used

• Connectwise Automate
• Connectwise Manage
• Auvik
• Meraki
• Unifi
• Veeam
• Datto
• Passportal
• Webroot