Online NOC Support (On- and Off-Hours Operational Support)

ECHO provides on- and off-hours Network Operations Center (NOC) support, including coverage during evenings, weekends, and public holidays, to help telecom operators maintain availability and service quality outside normal business hours. A NOC is a centralized operations function where teams monitor and manage network operations to protect availability and reliability, and ECHO supports operators with execution-focused coverage including maintenance and outage coordination, structured communications, recurring reporting, and reliable follow-ups across time zones to reduce after-hours operational load, using operator systems such as Zoho, SMX, Sonar, PagerDuty, and other client-defined tools as required.

Our NOC Support Services Include:

• Overnight Maintenance Coverage
  • Open and track maintenance tickets
  • Pull required operational reports
  • Send maintenance communications (start, updates, close-out) using templates
  • Include before/after customer impact snapshots when needed
  • Stand up and support the maintenance bridge and technician coordination
  • Manage maintenance-related alarms and notifications during the window
• Outage Support (Customer-Impact Outages)

There are two types of outages:

1. Customer-impact outages – affecting active customers
2. Circuit-related outages – involving network circuits

For customer-impact outages, ECHO will:

• Coordinate with the construction team during the outage
• Monitor SMX and iGlass systems to identify and track affected customers
• Send status updates every 1-2 hours until resolution
• Ensure all customers with service interruptions are fully restored

• Weekly Operational Reporting
  • Produce weekly reports and summary views (including pivot-style breakdowns)
  • Combine inputs into a single, easy-to-share delivery
  • Distribute reports to your team or distribution list
• ONT Cleanup Audit Support
  • Execute audit and cleanup workflows based on your process document
  • Maintain and update the cleanup tracking spreadsheet
• Phone Port Updates (Twice Weekly)
  • Collect screenshots and order details for required statuses
  • Send structured updates twice a week (commonly Mon/Wed, timing flexible)

If you need consistent on- and off-hours coverage, structured reporting, and reliable maintenance coordination, ECHO can tailor a NOC support package to your operating model.