[NOOP] 24x7 NOC..

[Joe Kawa <jkawa () critical net>]

Jamie Rishaw & The Group,

Scott and several others bring some important issues to the table.  Among other things, you will have to base your 
decision on your controllers' level of experience, coverage during peak periods, number of personnel, and trying to 
avoid long hours (burnout).

At SAVVIS, I have been able to meet these challenges with 9 controllers in a 24x7 Network Control Center.  I am very 
fortunate to have exceptional people.  They are a mature group and collectively span a wide range of experience.  Also, 
the support given to me by the "World Class" group of SAVVIS engineers enables us tremendous flexibility.

We have implemented a five day work week of 8 hour days.  It consists of 3 people on permanent shifts.  The shifts run 
from 0700 - 1500, 1500 - 2300, and 2300 - 0700 respectively.  Since each shift operates in a similar fashion, so let me 
describe one of them in more detail.

Person 1 works Monday through Friday.  Person 2 works Tuesday through Saturday.  Person 3 works Sunday through 
Thursday.  This provides for two people covering Monday through Friday and negates the same person from having to work 
both weekend days.

Additionally, to allow everyone the opportunity of working the Monday through Friday shift, we move at six week 
intervals.  When moving, person 1 moves to person 3, person 2 moves to person 1, and person 3 moves to person 2.  The 
effect is 5 days on, 1 off, then five days on for two of the movers and a 4 day weekend for the other.  Effectively, a 
person loses a day off during two moves which is always made up in the form of a 4 day weekend on the third move.

Even more incentive is provided by allowing my later shifts first crack at day shift openings as they present 
themselves.  I try to only fill the later shifts with people intended for that requirement.

Good luck in sorting things out, the NANOG group has been a terrific source of information and discussion for me, and I 
hope I've provided some additional ideas, 

Thanks,

Joe

Joseph B. Kawa
Senior Consultant, Manager,
SAVVIS Network Control Center

joek () savvis com