REFERENCE

PROCEDURE NUMBER

® TITLE
NOC Shift Turnover S.O.P. TBD

Purpose
To ensure that information, concerning ongoing issues, is transferred efficiently from
shift to shift, the following procedures have been developed. This is a NOC Shift
Turnover and Help Desk Hand-off process as well. As issues are transferred between
the NOC to Help Desk, there is a transitional document developed to assist both
groups. This will allow each group to continue problem resolution seamlessly.

A. Applicability

Shift Turnover is a form of communication between First and Second shift. Calls/Tickets
that are initiated on either shift will have full informational transfer to the other shift.
Executing shift turnover will be transparent to the end user. Datacenter and Network
status at the time of shift turnover will be documented and transferred to the next shift

B. Network Operations Center (NOC)

MARTA defines the NOC (Network Operations Center), as the facility that monitors,
troubleshoots, and reports incidents that are abnormal in the environment or changes
that will impact normal operations of the Marta Network. The NOC also provides
service desk coverage from 7:00pm – 7:00am. The NOC is manned 24x7 and runs two
shifts; 7:00am to 7:00pm and 7:00 pm to 7:00am. The transfer of operational
information between shifts is called the Shift Turnover.

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 REFERENCE
PROCEDURE NUMBER

® TITLE
NOC Shift Turnover S.O.P. TBD

C. Responsibilities
Provide a listing of workers that are responsible for activities in this procedure, as well as a
description of their responsibilities.
Role Responsibilities
Service Desk Complete NOC turnover document and email to the NOC at
Agent Ending end of shift
Shift
Service Desk Review NOC turnover document; Ensure he/she has a good
Agent Beginning understanding of current state of the NOC and any
Shift outstanding user issues from overnight
NOC Personnel Complete End of Shift Checklist; Complete NOC turnover
ending Shift document
NOC Personnel Review NOC turnover document; Ensure he/she has a good
beginning shift understanding of current state of the NOC;

Refer to Daily NOC Responsibility SOP (Linkable). The designated NOC Personnel will
be responsible for ensuring that Shift Turnover is always completed. The shift turning
over must ensure that the next shift has all of the necessary information, tools, and
whatever necessary to resolve the ongoing issue or problem. The ultimate goal is to
appear to the customer as though the NOC never changed shifts at all.

E. – NOC Shift Turnover Process

The shift turnover process begins 30 minutes prior to the end of the shift. Follow the steps
below to complete the shift turnover process
1. By 6:45, complete data Center walk through i.e. (power and temperature
checks). Use Pre-turnover checklist and NOC temperature checklist below
2. Complete Solar Winds status update to document the connectivity state of the
stations and remote offices.
3. Complete the NOC Turnover Document which details all actions that have
occurred by Altiris ticket number; include a complete explanation of current
status. NOC/Service Desk will continue problem resolution from that point.
4. Completed forms will be
a. If pm turnover, given to the NOC personnel beginning their shift at 7pm
b. If am turnover, given to the NOC personnel beginning their shift at 7am
and emailed to #helpdesk for the service desk
NOTE – Service Desk Agents are responsible for communicating outstanding issues to the
NOC via the NOC turnover document at the end of their shift via email to ______________

SAMPLE – NOC Turnover Document (Linkable)

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 REFERENCE
PROCEDURE NUMBER

® TITLE
NOC Shift Turnover S.O.P. TBD

Ticket Help Desk NOC

Number Description Rep. Rep. SolarWinds Status
Station XXX AFC
101 Not working Joe Blow Yo Blow

_____________________________________________________________
NOC Personnel Signature/ DATE/TIME

______________________________________________________________
Help Desk Personnel Signature/DATE/TIME

F. Pre-Turnover NOC Checklist

• Data Center Walkthrough: Walk through the entire Datacenter and ensure that
appropriate devices are powered on, that there are no unwanted Error lights or alerts,
and check and log temperature levels.

• List stations that have SOLARWINDS alerts and what the status of that alert is i.e.
Yellow, or Red.

• List stations that have Big Brother alerts and what the status of that alert is IE Yellow, or
Red.

• Complete a Data Center walkthrough every two hours and ensure that all necessary
equipment is powered on and that there are no error lights.

• Check and document room temperatures periodically. These temperatures will be

che4cked every 3 hours./

• Ensure that NOC/Work area is clean and in order.

• Ensure that Area is physically secure.

G. NOC Temperature Check List:

A. NOC Operators Office: Air Conditioner thermostat control set at and maintaining at 73
degrees. Current Temp: _________ Set Temp: __________.

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NOC Shift Turnover S.O.P. TBD

B. Communication closet equipment: 112.5 kva transfer. Check for tar like odors, not too
hot to place hand on top cover_______________.
C. Data Center’s lights: Main lights switched to “ON” position upon entrance____.
D. Data Center Environmental Status: Temperature readings:

Zone Temperature
Check List
Today's
Average
Zone Temp. Temp
A - First Column
B - Battery Rack
C - Console
D - Left Rack Row # 7
E - Right Rack Row # 5
F - Left Rack Row # 3
G - Comm. Rack
H – NetApp. Front of
Rack
I – NetApp. Rear of
Rack
Avg. Temp Today /
Normal Avg.

E. Data Center Liebert UPS: Load utilization percentage viewed at: _________. Normal
Load = 73%
F. 1303 Halon fire suppression system: Indicator lights: _________, __________,
_________, _________, ____________.

G. HVAC Unit #1: Indicator lights:

_____________,_____________,_____________,____________,____________.
H. HVAC Unit #2: Indicator lights:
_____________,_____________,_____________,____________,____________.

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PROCEDURE NUMBER

® TITLE
NOC Shift Turnover S.O.P. TBD

I. HVAC Unit #3: Indicator lights:

_____________,_____________,_____________,____________,____________.
J. Data Center’s Lights: Main lights switched to “OFF” position upon exit ____.

Operator: _______________________ Date: ________________

I would put the information in “F” in a separate document. This is really troubleshooting steps
for the service desk for determining when to assign an issue to the NOC. I can create a
document for this

F. Help desk to NOC Hand-off

Who Procedure
Customer Calls help desk with problem
Help desk Uses the following criteria to determine
Specialist whether to hand-off to the MARTA NOC.
Uses the following criteria to determine
whether to hand-off to the MARTA NOC.
Is it a network related problem that is
affecting multiple users, but has not
been reported to the MARTA NOC?
Is it a customer problem that the Help
Desk has been unable to resolve?
If either answer is “Yes” then continue,
complete the following steps.
1. Access the Altiris trouble ticket, and
assign it to the MARTA NOC.
2. Ensure that the ticket has:
A Troubleshooting Summary
Caller Information (Name and Number)
A Brief Description of the problem
Type/Location of the Customer
Type of Equipment being used
Ticket is Assigned to a NOC Analyst
NOC Analyst For NOC Problems, NOC Analysts will
troubleshoot and own the problem
through resolution. Problems that can
not be resolved by the NOC will be
escalated to the appropriate group. The

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 REFERENCE
PROCEDURE NUMBER

® TITLE
NOC Shift Turnover S.O.P. TBD

NOC will follow-up to ensure that the

problem has been
Resolved according to the escalation
procedures.
The Help Desk is open from the hours of
7:00 AM to 6:00 PM. They will handle
call routing during these hours. Outside
Help Desk of these hours all calls will be routed
Shift directly to the NOC for primary problem
Completion resolution.

Not sure the relevance of this information in this document

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