NOC: Three Levels of Support
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Tier 1 Support
- Alarm Monitoring and Incidents Handling
- Performance Monitoring
- First point of contact for client’s issues
- Managing all requests and providing coordination services
- Categorizing issues and assigning issues to appropriate groups
- Problem diagnosis, categorize and assign issues
- Providing issue tracking and reporting
- Performing basic level of problem determination
- Issue escalation and communication
- Trouble Ticket Management (responsible for opening, updating/managing and closing site issues, trouble tickets, and enhancement requests)
- Routine System Maintenance
- Changing Request Handling
- Trouble ticket escalation and follow up
Tier 2 Support
- Functional and Technical build specifications
- Change Control
- Proactive system management
- Troubleshooting including performing hardware and fault detection (working closely with system and software engineering)
- Maintenance activities
- Troubleshoot day to day technical issues
- Infrastructure Operations support
- Reporting (including daily, weekly and monthly performance reports)
- Basic system configuration and troubleshooting
Tier 3 Support
- Installation and maintenance of OS
- Installation and maintenance of basic applications
- Application administration
- Application troubleshooting
- Backup Installation and configuration
- Data restoration from backup
- Hardware troubleshooting
- Database administration and configuration
- Database upgrades and patching
- OS upgrades and patching
- Network components management
- Network performance and troubleshooting
- Performance tuning
- Hardware and Infrastructure setup
- Development of monitoring tools and enhancement to existing products
