Doc ID:

<< KRA-NOC>> VSPL/VNOC/19122023/001

KRA for Network Operations Centre (NOC) Team

Document Summary:

Document Category Common

Document ID VSPL/VNOC/19122023/001
Version Number 1.0
Release Date 19-12-2023
Owner Manas Ranjan Sahoo
Approved By Sagar Sharma
Document Status Final Release
Document Label

© Copyright 2010 by Velocis Systems Pvt Ltd.

All Rights Reserved.

This document contains confidential and proprietary data and unauthorized use, and disclosure
of such information may result in damage or considerable loss to Velocis Systems. The term
“Confidential Information” denotes any technical and business information disclosed in any
manner or form including, but not limited to, business strategies, methodologies, trade secrets,
pricing, software programs, and relationships with third parties, client lists and related information,
information pertaining to vendors, employees and affiliates. The Confidential Information shall be
held in confidence and shall not be used other than for the purposes intended, and as specifically
stated in the proposal. Further, the Confidential Information may only be released to employees
and persons on a need-to-know basis, who shall be obliged to maintain the information
confidential, and the Confidential Information shall not be released or disclosed to any other third
party without the prior written consent of Velocis Systems.

The authorized version of this document is an electronic master stored in the Document
Repository. Be aware that if you are reading a hardcopy of this document, it is to be considered
uncontrolled. It is advised that the version of the document in the repository be matched with the
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Template used: TPL_00_Organizational Process Document.dotx

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Version History

Date Prepared / Approved

Version Reviewed By Reason for Change
(DD-MMM-YY) Revised by By
1.0 19-12-2023 Manas Ranjan Sahoo Sagar Sharma Sagar Sharma Updated the KRA for NOC
Operation

Abbreviation and Acronyms

Terms Description
BU Business Unit
ISO International Organization for Standardization
VSPL Velocis Systems Private Limited

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Table of Contents

Table of Contents ............................................................................... 3

1.0 Introduction ................................................................................................... 4
2.0 Goals ............................................................................................................... 4
3.0 Scope .............................................................................................................. 4
4.0 Roles and Responsibilities .............................................................................. 4
5.0 Process Flow Chart ......................................................................................... 4
6.0 Process Steps.................................................................................................. 4
7.0 KPI Metrics ..................................................................................................... 5
9.0 Templates and Checklist ................................................................................. 5
10.0 Records ........................................................................................................... 5
11.0 ISO Clauses, Controls and References ............................................................ 5

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1.0 Introduction

Velocis Network Operation Center (NOC) is essentially the brain and nervous system of the network
infrastructure. It's a centralized location, often equipped with advanced technology and staffed by
trained professionals, that continuously monitors, analyzes, and manages the network's health,
performance, and security. Think of it as the air traffic control tower for your data highways, ensuring
everything runs smoothly and efficiently. The specific KRAs for a NOC will vary depending on the
organization's size, industry, and network complexity. Here some common KRAs include in this
document.

2.0 Goals
• This KRA documents has been defined the individuals KRA to perform the day to activity
• To streamline the process & deliver the service excellence towards customers

3.0 Scope
The procedure is applicable to all employees within NOC

4.0 Roles and Responsibilities

Role Responsibility
L1 Engineer - NOC Incident Triage and Resolution
Respond promptly to incoming incidents, prioritize them based on severity, and
initiate basic troubleshooting steps.
• Escalate complex issues to higher-level engineers while ensuring proper
documentation of the incident.
Monitoring and Alert Handling:
• Monitor network health through various tools, acknowledge alerts, and
perform initial investigation or corrective actions as per standard procedures.
Documentation and Reporting:
• Maintain accurate records of incidents, resolutions, and actions taken.
• Generate regular reports on incident trends, resolution times, and areas
needing improvement
L2 Engineer - NOC Advanced Troubleshooting:
• Handle escalated incidents from L1 engineers, conduct in-depth analysis,
and resolve complex issues within defined SLAs.
2. Performance Optimization:
• Analyze network performance metrics, identify bottlenecks, and
suggest/implement improvements to enhance network efficiency.
3. Collaboration and Knowledge Sharing:
• Assist in mentoring L1 engineers, share best practices, and contribute to
the creation/updating of knowledge base articles.
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L3 Engineer - NOC Complex Issue Resolution:

• Address highly technical and critical network issues, collaborating with
cross-functional teams if needed, to ensure swift resolution.
. Architecture and Design Contributions:
• Contribute to network architecture reviews, propose enhancements, and
participate in the implementation of new technologies or upgrades.
. Leadership and Mentorship:
• Provide technical leadership, guide L1/L2 engineers in complex problem-
solving, and assist in their professional development
Manager-NOC Leadership and Team Management:
Lead and motivate a team of NOC technicians: This includes setting performance
expectations, providing feedback, and creating a positive and productive work
environment.
Recruit and train new team members: Identifying talented individuals, onboarding
them effectively, and ensuring they have the necessary skills and knowledge to
excel in the NOC.
Delegate tasks and assignments: Assigning responsibilities based on team member
strengths and workload demands.
Promote collaboration and communication: Fostering a team culture where
information is shared freely and problems are tackled collaboratively.
Network Monitoring and Performance Optimization:
Oversee the continuous monitoring of network health and performance: Utilizing
dashboards and monitoring tools to track metrics like uptime, latency, and
bandwidth utilization.
Identify and troubleshoot network issues: Analyzing data to pinpoint the root cause
of problems and implementing solutions to minimize downtime and disruptions.
Optimize network performance: Identifying bottlenecks and recommending
strategies to improve efficiency and responsiveness.
Implement and maintain network management best practices: Ensuring efficient
utilization of resources and adherence to security protocols.
Incident Management and Problem Resolution:

Establish and manage incident response procedures: Defining escalation protocols

for critical issues and ensuring timely resolution.
Lead the investigation and resolution of network incidents: Coordinating with
technicians and relevant stakeholders to identify the cause, implement solutions,
and restore normal operations.
Analyze incident trends and implement preventive measures: Proactively
addressing recurring issues and minimizing future disruptions.
Document and report all incidents and activities: Maintaining detailed records for
future reference and analysis.
Security and Compliance:

Oversee the implementation and maintenance of network security controls:

Enforcing security policies, managing firewalls, and monitoring for potential
threats.
Conduct regular security audits and vulnerability assessments: Identifying and
addressing security weaknesses before they are exploited.
Ensure compliance with relevant security regulations and standards: Maintaining
appropriate licenses and certifications.
Stay informed about emerging security threats and update security measures
accordingly: Proactively adapting to a constantly evolving landscape.
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Reporting and Analysis:

Generate regular reports on network performance, incidents, and security events:

Providing insights to management and stakeholders.
Analyze data to identify trends and areas for improvement: Continuously evaluating
the effectiveness of NOC operations and implementing improvements.
Present findings and recommendations to management: Justifying resource
allocation and advocating for necessary upgrades.
SDM Service Delivery Manager should have enough knowledge on the technology
evolved on managed services / Infra. He would be responsible for 100% satisfaction
of the customer in terms of project implementation as per defined KRA’s and KPI’s

1. Service Delivery Manager should have appropriate knowledge on project

management processes.

• Service Delivery Manager should follow a project management

methodology to roll every project.

Charter / Implementation Guide / SOP’s / Handover Document.

• Proper communication at all time, which should prevail all unforeseen
problems.

2. Service Delivery Manager would allocate Resources to the project

• Shuffling of resources depending on the project priorities, must be met. At

the same time the customer has to be kept happy.

3. The Service Delivery Manager should be able to scope the requirement

into appropriate Deliverables in order to deliver the project from start to end

• SOW / Transition to be vetted by the Service Delivery Manager for every

project
SOP’s to be defined along with team members for the output of the
project deliverables
4. Service Delivery Manager should have the capability to drive the delivery
team with all tools and techniques to remove obstacles and manage the risk
involved during the Implementation Phases. A document to be made for every
project which is related to any similar project considering its risk and lessons learnt
and documented.

• Lessons learnt document should be prepared Commented [s1]: If there is any record sheet to
mention lesson learnt please mention its document id in
• Weekly / Monthly / Quarterly review reports records.
While working on outdoor projects, team members should be contented with the
Commented [s2]: Please mention Review reports
Service Delivery Manager on all costs. (To be decided by the BU Head) document id in records.

5.0 Process Flow Chart

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6.0 Process Steps

1. Monitoring:

Data Collection
Analysis and Alerting

2. Incident Detection and Response:

Alert Triage:
Investigation and Root Cause Analysis
Containment and Resolution
Recovery and Restoration

3. Problem Management:

Trend Analysis Commented [s3]: If there is any record sheet for trend
Knowledge Base Updates analysis please mention its document id in records
Change Management

4. Reporting and Optimization:

Performance Reporting
Capacity Planning

Process Improvement

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5. Ongoing Maintenance and Automation:

Preventive Maintenance
Automation

6.1 Start

N/A

7.0 KPI Metrics

S. No.. Metric Name Formula

1 Availability: • Mean Time Between Failures
(MTBF): Total uptime / Number of
failures. Indicates average time
between incidents causing
downtime.

2 Performance: • First Call Resolution

Rate: Percentage of issues
resolved on the first contact with
the NOC. Measures efficiency of
support and knowledge base
effectiveness.
• Workload per Technician: Number
of incidents or tickets assigned per
technician per unit of
time. Assesses staffing levels and
individual workloads.
• Cost per Incident: Total incident
cost / Number of incidents. Tracks
financial impact of network issues.

3 Uptime SLA Compliance Measures adherence to service level

agreements (SLAs) regarding network
availability.

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8.0 Process Exit

N/A

9.0 Templates and Checklist

N/A

10.0 Records
➢ We have monthly MSR documents & will present at that time.

11.0 ISO Clauses, Controls and References

ISO/IEC 27001:2022 clause, 5.3

ISO 9001:2015 clause, 5.3

***END OF DOCUMENT***

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