Team 24×7 is a team that works 24 hours a day and 7 days a week, that is, a team that is always on standby so that the customer never runs out of support. For this reason, it is so common for companies in the IT area and networks to seek to have this team within their organizations, because that way they can deliver more quality in their service.

At Made, we went through the process of putting together a 24×7 team when we went to structure our monitoring service. First, we had to adjust the schedules of the attendants, the scale was divided into morning, afternoon, night and dawn. This way we have 4 shifts with fixed attendants in each of these shifts. Each shift is monitored periodically by the supervisor to detect possible failures and difficulties that the attendants face in their schedules

An example of the NOC scales follows:

Another important point was finding ways to keep communication aligned when changing shifts, in our “passing the baton” we always prioritize the exchange of important information and we have some steps that the team follows as soon as they take over the shift.

The idea of passing the baton is basically passing on information in such a way that the next shift can understand all the demands that are still pending from the previous shift, so that the employees of that shift can continue the activities that have not yet been completed by the attendants of the shift. previous.

It’s called “passing the baton” because it follows the principle of relay races, in which a teammate waits at the end of the stretch you’ve just run. As you approach your teammate, they start running to match your speed, and the baton is passed.

The idea is that the next shift won’t be completely in the dark (otherwise, the person would be at a standstill), but rather that they’ll be following the events from the previous shift so they don’t get lost when information is handed off. In other words, the staff for the next shift begin catching up on the events of the day a little before their shift begins. The employees from the previous shift then hand over the information (passing the baton), making sure they’ve been clear and that there are no questions about pending issues.

By following this approach—staying up to date on the day’s key events at and receiving updates on pending issues and open tickets at in the NOC—we’ve been able to run an effective and dynamic team.

Keep in mind that team chemistry is extremely important; if the team members don’t know each other, it will be difficult to ensure that the flow of information is effective, because a team that understands its challenges and weaknesses can work together to correct mistakes, allowing the members to grow and evolve together.

In addition to the previous steps, we reviewed tools to help us with monitoring. All support agents receive a list of videos and content about networks and how the internet works so that they can fully understand the customer’s environment as soon as they finish analyzing incidents.

At , we are always exploring new ways to improve our service and streamline our processes while maintaining precision in everything we do. We explore new possibilities and always put ourselves in our customers’ shoes, understanding their pain points and seeking new ways to help them.

Did we help you understand a little more about how a 24×7 team works? Share this post, and if you don’t want to go through the entire process of setting up a 24×7 team, consider outsourcing this work. At Made4it, we offer our monitoring services to internet service providers—Made4NOC is our 24/7 monitoring solution for providers.