24/7 NOC Success Story for a European ISP

Customer Intro:

This success story is about a small European MNC ISP (Internet Service Provider) who had a regional networks spanning residential zones and business parks.

Problem Statement

Being an ISP, they spent huge sums of investment funds into fiber infrastructure to grow their network and reach different geographies in Ireland. Provisioning residential and business internet consumers involved network planning and then deploying FTTx/GTTx via dark fiber rings across areas. The problem was that there weren’t enough network design engineers and network architects. Also when they started sales, there was not contact centre which worked after business hours. They had to keep the customer complaints waiting till next business day. Similarly business customers weren’t able to receive support at odd hours of the day/night so their after sales support was affected. Initially they did have a dedicated network operations engineer, but he too wasn’t available in the late evening. They realized that they had to do something

Solution

The founder at Quadrang Systems having already done helped setup a NOC (Network Operations Center) previously, consulted this customer. Initially they were hesitant to work with a new company, but our team instilled the confidence showing them the previous experience and the customer knew whom they were dealing with.

The team at Quadrang bootstrapped a team of network engineers from scratch. Since the founders had connects within the ISP/Telcom and IT industry, it was not difficult to get good engineers for the task. The customer took baby steps and started slow. The customer’s requirements were simple – they needed a 24×7 support coverage for their customers and Quadrang offered them with a 7 Tier-1 support engineers for NOC along with a manager being the 8th one. The ISP had their own phone calling VoIP system which they extended to the India-NOC

Results and Benefits:

Over a period of the next 3-6 months, the entire NOC team started running smoothly
The NOC ran and covered 24/7 daily network operations of the ISP
The NOC did proactive monitoring, observability and fault finding and proactive resolution.
The NOC did incident, problem and change management liaising with Tier-2 & Tier-3 network teams
The benefit was the ISP company achived the goal of getting an extended 24/7 NOC which covered huge part of network operations, monitoring, fault ticketing and provided overnight support to customers. This resulted in greatly improved service for their customers

If your ISP has a similar case, do contact us for a free consultation and we can see how we can help you setup an outsourced but dedicated 24/7 NOC team