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NOC + Field Ops: Uptime Delivery Model

Macrocon Nov 2025 • Infrastructure 8m

NOC + Field Ops: Uptime Delivery Model

Infrastructure Team

How to structure monitoring, escalation, field response, and reporting so multi-site networks stay stable.

NOC SOP Uptime

Uptime model (simple)

Detect: monitoring/alarms (NOC)
Decide: severity + SLA timer starts
Dispatch: correct field team + parts
Resolve: fix + verify + close
Report: RCA + prevention action

Escalation levels

L1: triage (alarms, basic checks, ticket creation)
L2: network engineer (root cause isolation)
L3: vendor / core team (deep fixes)
Field: physical repair + verification

Minimum reporting

MTTR, MTBF, downtime by site, repeat faults
Top 10 fault types + corrective actions
Weekly SLA compliance summary