Outsourcing Excellence Our NOC Outperformed Client’s In-House Ops

Outsourced Network Operations Center (NOC) by Shift Ahead Technologies: Offering Level 1-3 Network Engineers for Remote Monitoring, Billing, and Data Expertise. Specialists in Tiers 1 to 3, providing cost-effective and dedicated solutions.

How Our NOC Outperformed a Client’s Internal NOC with Impeccable Talent and Precision

As digital transformation is sweeping every industry, and network operations centers (NOCs) are becoming the backbone of enterprise IT infrastructure. Such a rapidly-growing sector has one of our main characters to speak, who is our recent success story where our NOC that was outsourced not only was at one level with but also outperformed a local company's team which was in charge of NOC – showing how such an external operations team, which is manned by people who thoroughly understand their craft, can change the downtime, efficiency, and incident resolution metrics.

The Business Challenge

The client is a mid-sized enterprise that runs globally and they suffered from recurring downtime, network latency, and the absence of uniform incident response. The client’s huge investment in the internal NOC notwithstanding, the client’s team was unable to cope with the following:

·Being always available for monitoring and support as well as for incident handling.

· Rapidly identifying and resolving outages.

· A non-repetition of incidents and root cause analysis being performed by automatic process.

· Running the operations during traffic spikes or patch deployments were the issues that could not be addressed.

Though the internal team was capable technically, they still lacked skills and agility round the clock which were the prerequisites for meeting the current expectations of customers for high-availability services.

Why They Chose Shift Ahead’s NOC

After looking at various NOC service providers, the customer decided to proceed with the NOC services provided by Shift Ahead Technologies due to our extensive knowledge and experience of the company, ensuring a high uptime rate of 99.99% on all crucial infrastructures.

This deployment involves the following terms:

·       A team of certified, multi-disciplinary NOC engineers

·       AI-augmented monitoring and proactive alerting system

·       Transparent SLAs and compliance alignment (ISO/IEC 27001, SOC 2)

Our responsibility was to, side by side with the client’s existing network operation center, make a duplicate deployment to compare the two stations in terms of what ongoing work was being done, responsiveness, and incident management.

The Deployment and Transition

In the first 45 days of the simultaneous operation, Shift Ahead's NOC confirmed its excellence in various operating areas:

·Average Incident Detection Time: Reduced the time from 5 minutes (client NOC) to 40 seconds

·MTTR (Mean Time to Resolve): Reduced from 92 minutes to 18 minutes

·False Positive Alerts: Deducted by 70% and AI/ML-powered filtering

·Weekly System Health Reports: The heart of trends and actionable insights being auto-generated

·24x7 Tiered Escalation Handling: They could manage the entire support without stopping at any time as well as they were ready for SLA compliance.

Technical Enhancements We Introduced

Shift Ahead's unique approach to NOC operations is markedly different from traditional, manual-heavy NOC operations in that it uses clever automation, agile DevOps principles, and real-time analytics.

· Intelligent Monitoring Dashboards with visual anomaly alerts

· Auto-Remediation Playbooks for L1 incidents to minimize human intervention

· Elastic Resource Scaling integrated with client’s hybrid cloud infrastructure

· Security-First NOC approach with integrated vulnerability detection

These additional services not only addressed the primary bottlenecks but also improved the overall IT resilience.

Real Outcomes Obtained with this Process

By the end of a 3-month pilot, the client made a strategic decision to sunset their internal NOC and fully transition the operations to Shift Ahead Technologies. Here’s a brief summary of the results they gained:

Metric	Client NOC	Shift Ahead NOC
MTTR	92 mins	18 mins
Incident Detection Time	5 mins	40 seconds
SLA Compliance Rate	82%	99.5%
Escalation Handling Time	30 mins	<10 mins
Monthly Network Downtime	7 hours	35 minutes

Outsourced NOC: The Reason for Its Popularity

Firms are gradually getting to understand that an outsourced NOC is positioned to give them:

· Entrée to a higher number of specialized network engineers through a wider talent pool

· Round-the-clock service at the same workforce without any increment in the internal HR or ops headcount

· Quick return on investment through savings in the operation and uptick in uptime

· Scalability and faster adaptation to the current tech stacks

Agile With Shift Ahead

This case is solid proof that a properly arranged, expertly handled external NOC can even outstrip internal teams, thus, becoming the preferred choice, especially in a full-grown IT establishment. In the aftermath of this, our client has included security operations (SOC) integration, unified observability, and compliance automation services in their ongoing services.

We are more than a support arm - we are a strategic NOC partner that ensures the stability, agility, and absolute control of large-scale operations at all times.

Want a more intelligent, faster, and constant NOC?

Please get in touch to see how Shift Ahead can transform your network operations. Contact us now and receive a free NOC audit that comes with no strings attached.