LINX Head of Marketing, Megan Atkins, recently spent some time with our Network Operations Centre (NOC) team. We caught up with her to see here her thoughts and see how she spent the day.
“As Head of Marketing at The London Internet Exchange (LINX), I’m used to focusing on Marketing & Member Engagement activities. However, I recently stepped out of my usual role to shadow our NOC team. It was an eye-opening experience that gave me a better understanding of the hard work behind the scenes to keep everything running smoothly for our members.
The NOC: An Overview
Before jumping into my day, here’s a quick overview of the LINX NOC. This team handles the rollout of new services for both new and existing members. They also monitor our network 24/7, swiftly detecting and resolving issues to prevent service interruptions. Additionally, they assist members in troubleshooting connectivity issues, working diligently to ensure a stable and reliable network.
My Journey Begins
When I arrived at the NOC, I was welcomed by a team passionate about their work. Everyone has a crucial role in keeping our services running smoothly, and I was eager to learn about the challenges they face daily.
Overcoming Potential Issues
One of the highlights was sitting in on a Technology meeting where the NOC and Engineering teams discussed how they proactively prevent problems. They shared examples of issues that were resolved before they affected members, which is key to avoiding outages and keeping our services smooth.
Order Processing Insights
I also got to see how orders are processed within the NOC. Each order kicks off a series of steps involving multiple teams, and I was impressed by how efficiently they handle it all.
Common Member Enquiries
I was curious about the types of questions members usually ask. The NOC team shared that most inquiries involve service disruptions, billing issues, or requests for new features. Understanding these concerns helps us shape better member experiences.
Monitoring and Data Analysis
The NOC team relies heavily on data to track system health, performance metrics, and member interactions. They use various analytics tools to spot trends that might signal bigger problems, and this information is valuable across the whole company.
Collaboration Matters
Spending the day with the NOC team made me appreciate the importance of cross-department collaboration. As someone in marketing, it’s crucial to understand the challenges faced by our engineering and support teams so we can create more effective campaigns that speak to our members’ needs.
Takeaways: A New Perspective
Shadowing the NOC was a rewarding experience that deepened my appreciation for their work. It reinforced how vital their role is in maintaining a positive member experience. I returned to my marketing role with a fresh perspective and new insights that will help shape our future efforts.”
LINX member networks can chat with our 24/7 on call engineering team by using the chat pop up on the LINX member portal or by emailing support@linx.net
