NOC Shift Turnover SOP Derricks Format Enid Edition

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Purpose To ensure that information, concerning ongoing issues, is transferred efficiently from shift to shift, the following procedures have been developed. This is a NOC Shift Turnover and Help Desk Hand-off process as well. As issues are transferred between the NOC to Help Desk, there is a transitional document developed to assist both groups. This will allow each group to continue problem resolution seamlessly. A.

Applicability Shift Turnover is a form of communication between First and Second shift. Calls/Tickets that are initiated on either shift will have full informational transfer to the other shift. Executing shift turnover will be transparent to the end user. Datacenter and Network status at the time of shift turnover will be documented and transferred to the next shift

B.

Network Operations Center (NOC) MARTA defines the NOC (Network Operations Center), as the facility that monitors, troubleshoots, and reports incidents that are abnormal in the environment or changes that will impact normal operations of the Marta Network. The NOC also provides service desk coverage from 7:00pm – 7:00am. The NOC is manned 24x7 and runs two shifts; 7:00am to 7:00pm and 7:00 pm to 7:00am. The transfer of operational information between shifts is called the Shift Turnover. .

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C. Responsibilities Provide a listing of workers that are responsible for activities in this procedure, as well as a description of their responsibilities. Role Responsibilities Service Desk Complete NOC turnover document and email to the NOC at Agent Ending end of shift Shift Service Desk Review NOC turnover document; Ensure he/she has a good Agent Beginning understanding of current state of the NOC and any Shift outstanding user issues from overnight NOC Personnel Complete End of Shift Checklist; Complete NOC turnover ending Shift document NOC Personnel Review NOC turnover document; Ensure he/she has a good beginning shift understanding of current state of the NOC; Refer to Daily NOC Responsibility SOP (Linkable). The designated NOC Personnel will be responsible for ensuring that Shift Turnover is always completed. The shift turning over must ensure that the next shift has all of the necessary information, tools, and whatever necessary to resolve the ongoing issue or problem. The ultimate goal is to appear to the customer as though the NOC never changed shifts at all.

E. – NOC Shift Turnover Process The shift turnover process begins 30 minutes prior to the end of the shift. Follow the steps below to complete the shift turnover process 1. By 6:45, complete data Center walk through i.e. (power and temperature checks). Use Pre-turnover checklist and NOC temperature checklist below 2. Complete Solar Winds status update to document the connectivity state of the stations and remote offices. 3. Complete the NOC Turnover Document which details all actions that have occurred by Altiris ticket number; include a complete explanation of current status. NOC/Service Desk will continue problem resolution from that point. 4. Completed forms will be a. If pm turnover, given to the NOC personnel beginning their shift at 7pm b. If am turnover, given to the NOC personnel beginning their shift at 7am and emailed to #helpdesk for the service desk NOTE – Service Desk Agents are responsible for communicating outstanding issues to the NOC via the NOC turnover document at the end of their shift via email to ______________ SAMPLE – NOC Turnover Document (Linkable) REVISION NO.

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Ticket Number 101

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NOC Shift Turnover S.O.P.

Description Station XXX AFC Not working

Help Desk Rep.

NOC Rep.

Joe Blow

Yo Blow

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SolarWinds Status

_____________________________________________________________ NOC Personnel Signature/ DATE/TIME ______________________________________________________________ Help Desk Personnel Signature/DATE/TIME

F.

Pre-Turnover NOC Checklist •

Data Center Walkthrough: Walk through the entire Datacenter and ensure that appropriate devices are powered on, that there are no unwanted Error lights or alerts, and check and log temperature levels.

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List stations that have SOLARWINDS alerts and what the status of that alert is i.e. Yellow, or Red.

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List stations that have Big Brother alerts and what the status of that alert is IE Yellow, or Red.

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Complete a Data Center walkthrough every two hours and ensure that all necessary equipment is powered on and that there are no error lights.

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Check and document room temperatures periodically. These temperatures will be che4cked every 3 hours./

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Ensure that NOC/Work area is clean and in order.

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Ensure that Area is physically secure.

G. NOC Temperature Check List: A. NOC Operators Office: Air Conditioner thermostat control set at and maintaining at 73 degrees. Current Temp: _________ Set Temp: __________. REVISION NO.

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B. Communication closet equipment: 112.5 kva transfer. Check for tar like odors, not too hot to place hand on top cover_______________. C. Data Center’s lights: Main lights switched to “ON” position upon entrance____. D. Data Center Environmental Status: Temperature readings: Zone Temperature Check List Today's Zone A - First Column B - Battery Rack C - Console D - Left Rack Row # 7 E - Right Rack Row # 5 F - Left Rack Row # 3 G - Comm. Rack H – NetApp. Front of Rack I – NetApp. Rear of Rack Avg. Temp Today / Normal Avg.

Temp.

Average Temp

E. Data Center Liebert UPS: Load utilization percentage viewed at: _________. Normal Load = 73% F. 1303 Halon fire suppression system: Indicator lights: _________, __________, _________, _________, ____________.

G. HVAC Unit #1: Indicator lights: _____________,_____________,_____________,____________,____________. H. HVAC Unit #2: Indicator lights: _____________,_____________,_____________,____________,____________.

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I. HVAC Unit #3: Indicator lights: _____________,_____________,_____________,____________,____________. J. Data Center’s Lights: Main lights switched to “OFF” position upon exit ____.

Operator: _______________________

Date: ________________

I would put the information in “F” in a separate document. This is really troubleshooting steps for the service desk for determining when to assign an issue to the NOC. I can create a document for this F.

Help desk to NOC Hand-off Who Customer Help desk Specialist

NOC Analyst

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Procedure Calls help desk with problem Uses the following criteria to determine whether to hand-off to the MARTA NOC. Uses the following criteria to determine whether to hand-off to the MARTA NOC. Is it a network related problem that is affecting multiple users, but has not been reported to the MARTA NOC? Is it a customer problem that the Help Desk has been unable to resolve? If either answer is “Yes” then continue, complete the following steps. 1. Access the Altiris trouble ticket, and assign it to the MARTA NOC. 2. Ensure that the ticket has: A Troubleshooting Summary Caller Information (Name and Number) A Brief Description of the problem Type/Location of the Customer Type of Equipment being used Ticket is Assigned to a NOC Analyst For NOC Problems, NOC Analysts will troubleshoot and own the problem through resolution. Problems that can not be resolved by the NOC will be escalated to the appropriate group. The ISSUE DATE

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Help Desk Shift Completion

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NOC will follow-up to ensure that the problem has been Resolved according to the escalation procedures. The Help Desk is open from the hours of 7:00 AM to 6:00 PM. They will handle call routing during these hours. Outside of these hours all calls will be routed directly to the NOC for primary problem resolution.

Not sure the relevance of this information in this document

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