Every 4 hours
Review Lima: NOC Incoming Guide#LIMA
Start of shift:
Check your calendar for meetings and timed DNS changes
Login to phone and open for inbound calls.
Review SolarWinds for Active alerts and general status of the network health.
Review the most recent Handover report for ongoing activities, upcoming planned events, and issues to be aware of on your shift.
Before the previous shift team leaves, have a conversation about the handover report and items of interest.
Scan the netops email archives for general informational updates on issues that have transpired since your last shift (keep this to 5-10mins Max)
Review tickets for any NEW or OPEN and Unowned tickets to be investigated and resolved.
8am Saturday and Sunday
Read the handover report for issues that should have delayed escalation to engineers. e.g. single power supply failure in a router.
End of shift
Create and/or review the latest Handover report to determine whether there is anything you can add or delete in passing to the next shift.
Have a conversation with next shift team about the report and items of interest.
Review all tickets you have taken ownership and determine whether any of them should be released for possible action before your next shift.
Close and Log out of phone system
End of your work week
Submit your timesheet
Third Shift Tuesday / Wednesday
Carry out the BGP session checking procedure
Cleanup 'problem interfaces' on the large NOC screen: procedure
First day of the month
Second and/or Third shift: review the current wardialer ticket. Resolve the previous wardialer ticket if needed.
First workday of the month
JK or RJL: Export the NOC wiki to HTML and PDF formats and copy onto the thumb-drives with each go-bag and laptop
JK: Update/compile and processing lists of BGP peering opportunities.
Tuesday of the last full week of the month
Complete your monthly report and mail it to your manager
(this is from our 'routine duties of the NOC' page, and there are hyperlinks to the actual instructions on each line)