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Network Operations Centre Incident Management

NOC Roles and Responsibilities

Incident Manager - The Incident Manager is a designated person responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. He represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

1st Level Support - The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support). 1st Level Support also keeps users informed about their Incidents' status at agreed intervals.

2nd Level Support - 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g. from software or hardware manufacturers. The aim is to restore a failed IT service as quickly as possible. If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.

3rd Level Support - 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). Its services are requested by 2nd Level Support if required for solving an Incident. The aim is to restore a failed IT Service as quickly as possible. It can be one of the major networking or operating system brands like Cisco or Red Hat.

Major Incident Team - A dynamically established team of IT managers and technical experts, usually under the leadership of the Incident Manager, formulated to concentrate on the resolution of a Major Incident. Depending on type and nature of the incident it can consist of few to many engineers with various skills which are required to resolve the incident. Major Incident Team may impact the cost of service and therefore it is formed after a formal or verbal confirmation from the client, unless it's covered by the SLA agreement.

Incident Severities 

 

Severity 1: Critical

  • A large number of users is affected
  • A large number of customers is affected
  • The financial impact of the Incident is (for example) likely to exceed £10,000
  • The damage to the reputation of the business is likely to be high

Severity 2: Medium

  • A moderate number of users is affected
  • A moderate number of customers is affected
  • The financial impact of the Incident is (for example) likely to exceed £1,000 but will not be more than £10,000
  • The damage to the reputation of the business is likely to be moderate

Severity 3: Low

  • A minimal number of users is affected
  • A minimal number of customers is affected
  • The financial impact of the Incident is (for example) likely to be less than £1,000
  • The damage to the reputation of the business is likely to be minimal

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Technical Support, Red Hat, Cisco Support and Consultancy in Kent and London, Uk - Proxar IT Consulting.