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Quest Training

Network Operations Center (NOC) Management Training Course

Shows how to set up and run a Network Operations Center that monitors infrastructure, keeps services available and coordinates incident resolution.

NOTM · Network Operations & Telecommunications ManagementAll Levels#2787ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Telecommunications & Satellite TechnologyCategories:Network Operations & Telecommunications Management

Course Overview

The Network Operations Center (NOC) Management Training Course develops the practical skills required to establish, manage, and continuously improve a Network Operations Center responsible for monitoring network infrastructure, maintaining service availability, and coordinating incident resolution. The course addresses the operational, technical, and managerial responsibilities involved in delivering reliable network services across enterprise IT environments, telecommunications networks, data centers, and distributed infrastructure. Participants explore NOC operating models, monitoring architectures, service desk integration, incident management, escalation procedures, and performance reporting. The programme examines how network monitoring tools, event correlation, alert prioritization, and standardized operational procedures support faster fault detection, reduce service disruption, and improve operational efficiency. The course also covers team organization, shift management, workload distribution, service-level agreements (SLAs), key performance indicators (KPIs), change coordination, and operational documentation. Particular attention is given to distinguishing genuine incidents from alert noise, managing recurring faults, coordinating with engineering and cybersecurity teams, and maintaining clear communication during major network outages. Through practical scenarios and operational exercises, participants develop the ability to evaluate NOC performance, improve incident response workflows, establish meaningful performance metrics, and implement continuous improvement initiatives. The course supports organizations seeking to strengthen network reliability, improve service delivery, and align NOC operations with business priorities and IT service management practices.

Learning Objectives

  • Explain the purpose, functions, and operating models of a Network Operations Center.
  • Design NOC organizational structures, roles, responsibilities, and escalation paths.
  • Establish network monitoring and event management procedures for enterprise infrastructure.
  • Apply incident prioritization, classification, escalation, and resolution workflows.
  • Improve alert management through event correlation, threshold tuning, and noise reduction.
  • Develop operational procedures aligned with service-level agreements and service availability targets.
  • Monitor network performance, capacity, availability, and service quality using appropriate KPIs.
  • Manage NOC shifts, staffing levels, workload distribution, and operational handovers.
  • Coordinate incident response with network engineering, cybersecurity, service desk, and external providers.
  • Improve problem management, root cause analysis, and the prevention of recurring incidents.
  • Strengthen operational reporting, documentation, and communication during major incidents.
  • Develop a practical NOC improvement roadmap aligned with business continuity and service delivery objectives.

Who Should Attend

This course is designed for professionals responsible for managing network operations, monitoring infrastructure, coordinating technical support, and maintaining the availability of IT and telecommunications services. It is suitable for organizations operating enterprise networks, data centers, cloud-connected environments, telecommunications infrastructure, and geographically distributed IT systems. The programme is particularly relevant to: Network Operations Center managers and supervisors. NOC engineers, analysts, and shift leaders. Network administrators and infrastructure engineers. IT operations managers and service delivery managers. Telecommunications operations professionals. Data center operations and infrastructure support teams. IT service management (ITSM) professionals. Incident, problem, and change management coordinators. Technical support managers and service desk supervisors. IT monitoring, observability, and performance management specialists. Business continuity and IT resilience professionals. Managers responsible for service availability and operational performance.

Learning Outcomes

  • Define NOC functions, operating models, staffing structures, and governance requirements.
  • Develop clear operational responsibilities, escalation matrices, and communication procedures.
  • Interpret network monitoring alerts, performance metrics, and availability reports.
  • Apply structured incident classification, prioritization, escalation, and resolution processes.
  • Improve alert quality through correlation, threshold adjustment, and suppression of redundant notifications.
  • Monitor service-level performance against defined SLAs and operational targets.
  • Calculate and interpret key indicators such as availability, mean time to detect (MTTD), and mean time to resolve (MTTR).
  • Coordinate major incident management and communication across technical and business teams.
  • Apply root cause analysis and problem management techniques to recurring network faults.
  • Improve shift handovers, operational records, knowledge management, and procedure compliance.
  • Produce management reports that highlight service risks, trends, capacity constraints, and improvement opportunities.
  • Develop a measurable action plan for improving NOC efficiency, reliability, and service quality.

Course Outline

Day 1

NOC Fundamentals, Operating Models, and Governance

  • Role and strategic importance of the Network Operations Center in modern IT infrastructure.
  • Differences between NOC, Security Operations Center (SOC), service desk, and network engineering functions.
  • NOC operating models: centralized, distributed, outsourced, and hybrid operations.
  • Scope of monitoring across LAN, WAN, wireless networks, data centers, cloud connectivity, and telecommunications infrastructure.
  • Organizational structures, staffing models, shift patterns, and operational coverage requirements.
  • Roles and responsibilities of NOC managers, shift leaders, analysts, engineers, and service owners.
  • Defining ownership, accountability, escalation paths, and decision-making authority.
  • Standard operating procedures (SOPs), operational runbooks, and knowledge management.
  • Integration with IT service management processes and business continuity requirements.
  • Establishing governance, operational controls, and service reporting responsibilities.
  • Practical Exercise: Design a NOC operating model for an organization with multiple sites, defining team roles, monitoring responsibilities, shift coverage, escalation routes, and reporting lines.
Day 2

Network Monitoring, Event Management, and Alert Optimization

  • Principles of network monitoring, observability, and infrastructure health assessment.
  • Monitoring architectures and data collection using SNMP, syslog, telemetry, and flow data.
  • Availability, latency, packet loss, bandwidth utilization, interface errors, and device health monitoring.
  • Monitoring routers, switches, firewalls, wireless infrastructure, servers, and network services.
  • Overview of network monitoring and observability platforms and their operational capabilities.
  • Alert thresholds, baselines, event severity, and notification policies.
  • Event correlation, dependency mapping, and identification of the underlying cause of multiple alerts.
  • Reducing alert fatigue through threshold tuning, deduplication, and controlled alert suppression.
  • Dashboard design, service health views, and real-time operational visibility.
  • Monitoring capacity trends and identifying performance degradation before service disruption.
  • Practical Exercise: Review a simulated monitoring dashboard, classify alerts by severity, correlate related events, identify likely underlying faults, and recommend changes to reduce unnecessary alerts.
Day 3

Incident Management, Escalation, and Major Outage Coordination

  • Incident management lifecycle: detection, logging, classification, prioritization, investigation, resolution, and closure.
  • Defining incident severity based on business impact, service criticality, and affected users.
  • Incident ownership, ticket quality, response targets, and resolution tracking.
  • Escalation matrices, on-call arrangements, and coordination between NOC tiers.
  • Troubleshooting workflows for connectivity failures, packet loss, latency, routing issues, and service degradation.
  • Coordination with network engineering, cybersecurity, application support, service desk, and external service providers.
  • Major incident management structures, technical bridges, and decision-making under pressure.
  • Stakeholder communications, status updates, and service restoration notifications.
  • Change coordination, maintenance windows, and the management of incidents related to network changes.
  • Post-incident reviews, root cause analysis, corrective actions, and prevention of recurrence.
  • Practical Exercise: Manage a simulated major network outage from initial detection through escalation and service restoration, including incident prioritization, technical coordination, stakeholder communication, and post-incident review.
Day 4

NOC Performance Management, Staffing, and Service Quality

  • Defining NOC performance objectives and operational service targets.
  • Service-level agreements (SLAs), operational-level agreements (OLAs), and underpinning contracts.
  • Key performance indicators for availability, incident response, detection, resolution, and operational efficiency.
  • Calculating and interpreting MTTD, MTTR, incident volumes, SLA compliance, and recurring incident rates.
  • Workload analysis, staffing requirements, shift planning, and fatigue-aware operational scheduling.
  • Effective shift handovers, incident continuity, outstanding task tracking, and operational briefings.
  • Knowledge management, troubleshooting documentation, and standardization of operational procedures.
  • Capacity management, trend analysis, and proactive identification of infrastructure constraints.
  • Quality assurance, operational audits, and review of incident handling effectiveness.
  • Management dashboards, executive reporting, and communication of operational risks.
  • Practical Exercise: Evaluate a sample NOC performance report, calculate selected KPIs, identify SLA and staffing issues, and develop corrective actions to improve service quality and operational efficiency.
Day 5

Automation, Continuous Improvement, and NOC Transformation

  • Opportunities for automation in alert handling, ticket creation, diagnostics, reporting, and routine operational tasks.
  • Integrating monitoring platforms with IT service management and incident management systems.
  • Automated workflows, event-driven actions, and controlled remediation procedures.
  • Using scripts and APIs to support repeatable operational tasks and reduce manual effort.
  • Applying artificial intelligence and AIOps capabilities to event correlation, anomaly detection, and predictive insights.
  • Governance, testing, access control, auditability, and rollback requirements for automated actions.
  • Continuous improvement using incident trends, recurring fault analysis, performance data, and operational feedback.
  • Developing service reliability and resilience improvement initiatives.
  • Assessing NOC maturity across people, processes, technology, governance, and performance measurement.
  • Establishing improvement priorities, implementation milestones, responsibilities, and success criteria.
  • Preparing a NOC transformation roadmap aligned with business requirements, service availability, and operational risk.
  • Practical Exercise: Develop a NOC improvement roadmap for a selected organization, including priority operational gaps, monitoring enhancements, automation opportunities, staffing and process improvements, target KPIs, and implementation milestones.

Upcoming Dates

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London · 22 – 26 Feb 2027 · Classroom

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2 – 6 Nov 2026€6,400—
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21 – 25 Dec 2026€7,700€6,930until 30 Nov
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28 Dec 2026 – 1 Jan 2027€4,700€4,230until 7 Dec
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