Guide to NOC (Network Operations Center) Monitoring Services

Monitoring and managing a complex network — which may span multiple offices and locations and face a wide variety of security threats — requires the right people, processes and infrastructure. A network operations center (NOC, pronounced “knock”) combines all of the above into a single convenient site, often located within a data center, from which experienced NOC engineers can keep tabs on the company’s IT operations.

What is a NOC?

A NOC is a secure, centralized location from which a team of NOC engineers and technicians continuously monitor the health, performance and availability of a network. A company may set up its own NOC within an on-premise data center, outsource NOC monitoring services to a vendor or rely on an external managed service provider that handles NOC operations in support of a specific solution, such as hosted VoIP. Basically, the NOC is the nerve center of the network.

Modern NOCs are often configured with rows of devices and tables, all facing the same large video board that displays real-time metrics about the network. Larger enterprises may house all of this infrastructure in a dedicated room and staff the NOC with engineers and technicians who have different levels of expertise for identifying and resolving incidents.

NOC versus SOC

NOCs are somewhat similar to security operations centers (SOCs), in that both are centralized and monitored 24/7. But unlike SOCs, the primary objective of NOC monitoring services is to ensure that a network does not experience excessive downtime and other degradations.

 Managing network security incidents may be a part of this overarching goal. In contrast, a SOC is dedicated solely to cybersecurity threat analysis and remediation. In lieu of a SOC, a NOC may serve as one in a pinch, although this setup is not ideal.

What is the role of a NOC?

Whether it is hosted locally or by a third party, the NOC serves a similar role as the hub for all monitoring and management of the network, with key functions including:

Round-the-clock monitoring of network performance and equipment

NOC personnel keep a constant eye on how a network is being used, to spot anomalies and address them before they cause widespread issues. They oversee equipment such as switches, firewalls and routers.

Timely incident response

Related to the above, if something does go wrong on the network — for example, a power failure or denial-of-service attack — the NOC team will identify, classify and resolve the problem.

Patch management

NOC monitoring services also encompass routine and emergency patching of key hardware and software. These patches close known vulnerabilities and generally ensure acceptable performance across the network.

Backup and disaster recovery

In the event of an incident that adversely affects the network, NOC monitoring services can manage backup and disaster recovery solutions to keep business-critical operations online, i.e. preserve business continuity. These tools, such as disaster recovery as a service, are increasingly cloud-based.

Device and network management, plus technical support

The NOC is the locus for managing all of the endpoints on a network. From within the NOC, engineers may handle software updates, track performance issues and field any troubleshooting requests for connected endpoints.

Policy enforcement

NOCs centralize and automate the enforcement of network policies related to access and behavior. Endpoint connections may be allowed or denied, and proper permission levels granted, based on how the NOC evaluates each one against existing policy rules.

Routing of VoIP calls and other network traffic

Solution providers rely on their own NOCs to ensure that services such as hosted VoIP are reliable and secure. VoIP traffic, for instance, may go through a NOC that is located in a data center.

Service-level agreement (SLA) compliance monitoring

An SLA defines the level of service that a customer can expect from a service provider. NOC monitoring services can determine whether a given SLA is being met.

Security tool management

Although a NOC is not a SOC and doesn't have security as its primary objective, NOC technicians may still monitor key protective infrastructure such as firewalls and intrusion detection/prevention systems. These components control the flow of network traffic and keep malicious endpoints connections at bay.

Performance reporting and improvement

NOC engineers will have the opportunity to collect and review extensive data about how the network is performing, such as the number of incidents and amount of downtime experienced over a given period. This information can in turn be used for identifying where the network might be improved, e.g. via an infrastructure upgrade.

SOC collaboration

If an organization maintains both a NOC and a SOC, these two centers may work together on certain matters such as threat analysis.

What do NOC analysts do?

NOC analysts, also known as NOC engineers and technicians, are the real power behind a NOC. They use their domain knowledge to identify and fix issues with the network, collaborate with one another and escalate issues as needed.

The typical NOC analyst has highly specialized expertise in networking monitoring practices and tools. NOC engineers usually work in shifts under supervisors to ensure 24/7 coverage for the business.

They may be grouped in hierarchies based on their skill and experience levels. A Level 1 NOC technician would provide the first line of support, with Level 2 handling the escalation if need be and Level 3 serving as the final escalation point.

To work optimally, a NOC should have open lines of communication between engineers, afford technicians a high level of autonomy and provide regular training and feedback. Collaboration is key to NOC success and all of these measures support a more collaborative work environment.

Telesystem and NOC monitoring services

Telesystem’s NOC in Ohio includes one of the data centers that supports our hosted services. Our experienced team continuously monitors the performance of solutions such as hosted VoIP, to ensure our customers are getting the best service possible. Learn more on our data center page or connect with a member of our team directly.