Global Operations Center presents a new global approach to network monitoring and customer support. It is a single point of contact for our customers, combining all the advantages of a NOC Services and a single body service desk that works well.
Global Operations Center is a physical place, a secure room, where administrators can monitor the client's network, all devices connected to it, various IT infrastructure elements, operating systems and application platforms. Our experienced engineers supervise, monitor and maintain the network and other elements of each customer's IT environment and solve any problems that may arise.
A single point of contact makes problem reporting easier and more effective than ever. Your employees do not have the search for the correct number for a support service, but they have a direct path to report any IT related issues, get information or even ask the simplest questions. Nor do they have to check different systems to keep track of ticket status, as our engineers take control of the entire ticket life cycle; pick up the phone, create a ticket and solve the problem or, if this is not possible, resize the problem to the next support line or to a third party (telecommunications operator or device manufacturer). All tickets are registered with JIRA, a transparent, personalized and open source tool used all over the world.
As a global provider of IT products and services, one of the first to adopt the ITIL approach, which is based on a collection of best practices that allow us to offer personalized support and maintain high operational efficiency. Driven by this framework, we continuously improve our Network Operations Center and service desk communication both internally and externally. For our Global Operations Center, we create an agile approach to network monitoring services. This makes everything easy to customize based on the business needs of a particular customer.
Global Operations Center Team
The Global Operations Center team is more than a NOC Services team. We believe in continuous development, so our experts are not only well trained and certified, but also receive advice through ongoing reviews and comments. We want our engineers to know the aspects of technical and commercial impact of their work. In Global Operations Center, each engineer is responsible not only for network supervision, but also for proactive communication with customers, collecting information on accidents and managing tickets. The more effective communication, the faster the ticket resolution process will be.
In line with ITIL standards, Global Operations Center manages tickets hierarchically. If a problem is not resolved within a certain period of time (or cannot be resolved by telephone, for example a hardware problem), the next level is reported to speed up the resolution of the problem.
How Will You Benefit from a Global Operations Center?
- The single point of contact makes communication easier and more efficient
- Monitor the availability and performance of the infrastructure during the day.
- A wide range of monitoring services with a deep network and knowledge of the IT environment
- Early detection of possible threats with 100% uptime
- No additional costs associated with employee training and certifications.
- Integral control of the IT environment, allowing you to make strategic decisions.
- Greater security for your IT environment
- Complete monthly and quarterly reports on the reliability and stability of the system and IT infrastructure
- IT staff can focus on more important or neglected tasks / projects