Network Technicians & Operations
Network Technicians and Operations are tasked with supporting more business critical applications and services than ever before. This trend has expanded the role of Network Operations in both scale and importance. In most IT organizations, Network Operations is taking on more responsibility due to the increased number and complexity of new networking technologies, consolidation of responsibility across multiple sites, reduction in IT staff, and in providing greater support to network engineering organizations.
The infrastructure supporting business applications continues to change through virtual switching and Cloud migration, which limits the visibility of network and application management platforms. However, Network Operations is still tasked with monitoring these systems with little access to the components that support them. Due to the 24/7/365 demand on these business systems, Network Operations also requires mobile access to these management tools, as well as shareable automated reporting to facilitate escalation and team resolution.
Impacts On the Role
Network Technicians and Operations roles are constantly dealing with increased complexity and responsibility. To keep up with these changes, instant communication is necessary between Network Engineering and Operations, ensuring that a problem gets to the right person as quickly as possible.
Monitoring tools are commonly limited to one department within IT, creating organizational boundaries between Operations and Engineering and the analysis data available. This requires technicians to turn to Unified Communications and even Social Media for interfacing with Engineers. Delays in this communication and data sharing causes business users to feel the impacts of application performance problems long before the root cause is isolated and resolved by these teams.
The Network Operations role is expanding in many environments from a monitoring role to an active troubleshooting role. Some companies try to keep Engineering escalations to a minimum, allowing Network Engineers to focus on future projects and upgrades to the infrastructure and services. This change puts more pressure on Operations to resolve network and application issues, including problems in the wireless environment and security breaches.
With so much being piled on today’s Network Operator, it is more important than ever to have the tools in place, allowing them to be efficient first responders when a problem strikes. In several organizations, Network Operations Centers are moving toward centralized management systems that support automated analysis, problem identification, and reporting, while enabling access from Smart Phones and Tablet PC’s for Network Operations people on the go. These technicians can follow pre-established troubleshooting procedures using automated tools with user guidance through an issue. When a problem requires escalation, these management tools need to include test results which can be quickly and easily shared with engineering.
When an application project or business service is being planned for deployment, be sure monitoring and analysis tools are included in the budget at this stage. Before a new system goes live, it should be monitored and analyzed by Network Operations people using the new management and monitoring system and tools. For example, if an organization is considering a move to an automated ordering system supported by an N-Tier, virtualized environment, the application should to be monitored for delays at each tier. The management tool also needs to include automated alerting and reporting, which will enable Network Operations to take action on a problem before the users experience it. Time should be invested to ensure that Network Operations is equipped with a work flow for each type of problem, using the monitoring system to interface with escalation engineers.
Tool overload is also experienced in some NOC environments. When a problem strikes, there is so much data to analyze and sift through that it clouds the root cause, overwhelming Network Operations technicians. To address this, ensure that a management system uses automated analysis and problem direction, while still collecting the deeper details needed by Engineering. The system should also be able to provide customized dashboards for use by different skill sets within Network Operations, as well as for collaboration with other departments. Back-in-Time analysis is critical for monitoring and analyzing intermittent problems that have occurred in the past, and also reduces the time spent on problem isolation and resolution.
There are several major benefits to implementing these management systems in a Network Operations department. First, technicians will be able to keep step with a highly dynamic network environment which places greater demands on their role. These demands include application problem resolution and analysis of network components which cannot be accessed in the Cloud. In today’s critical network environments, technicians cannot continue to lean on legacy systems that only display up/down status and ping response times. This data cannot facilitate finding the root cause of slow application response and often does not allow the problem to be isolated and resolved.When the Network Operations department has the right tools to meet these challenges, the business can continue to operate at 100%, without being restricted by nagging network and application performance problems.
Network Technician Tools and Solutions
The OneTouch AT is a one-touch tool used for client to Cloud testing. Application response time is measured and broken down by connection time, service response time, and network latency. Troubleshoot client connection through the wired or Wi-Fi connection, while measuring network services hosted locally and within the cloud. The OneTouch AT can be accessed remotely for team collaboration with other members of the IT organization.
LinkRunner™ AT Network AutoTester
This handheld analysis tool identifies wired network connectivity issues in less than 10 seconds. Instantly verify link status, connection type, and link signal strength, as well as PoE with the TruePower feature.
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Shifting the Troubleshooting Paradigm
Even as reliability is built into networks, IT organizations are under pressure to reduce troubleshooting time and close tickets faster. This whitepaper outlines the shifting paradigm in network problem solving as well as what slows down the problem-solving process. In addition the paper covers current why a three-step process is faster and better than a two-step process and how automation and the new paradigm saves time and money.