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 is called passing the baton because it follows the principle of relay races, in which a partner waits at the end of the stretch traversed by you. When he gets close to his companion he starts to run to follow your speed and pass the baton.
The idea is that the next turn is not fully in the dark (in the race the person would stand still) but following the events of the previous shift so as not to get lost when passing on information. Or that is, the attendants of the next shift begin to update themselves on the events of the day just before they enter their schedule. The Employees from the previous shift then pass on information (passing of baton) making sure that they were clear and that there is no doubts about pending issues.
Following this format of always being aware of the main events of the day and receiving information about pending issues and calls in opened at NOC, we managed to run an effective and dynamic team.
Bearing in mind that the team’s integration is extremely important, if team members don’t know each other, it will be difficult to make the passage of information is effective, because a team that knows its difficulties and weak points manages to work together to correct mistakes and so the members grow and evolve together.
Together with the previous steps, we study tools to assist us in monitoring. All attendants receive a list of videos and content about networking and how the internet works so they understand exactly the customer’s scenario as soon as they have finished the incident analysis.
We are always studying new possibilities to improve the service and speed up the processes while maintaining precision in everything we do. Exploring new possibilities and always putting ourselves in the client’s shoes, understanding their and seeking new ways to help them.
Were we able to 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 whole process of setting up a 24×7 team consider outsourcing this work. At made4It we offer our monitoring work for ISPs, it is made4noc the 24×7 monitoring for ISPs.