Skilled staff

At Centrivity, change is ongoing to stay current with the latest in technology and skills. Therefore, our staff is highly skilled with current technology and industry certifications. Our employees spend a lot of time in training and learning the new material. When they learn they get certified. The certification shows that they are not only the best in their field, but that they have the subject matter knowledge. A customer can talk directly with Network Operation Security Center (NOSC) personnel handling their issues.The NOSC personnel provide Tiers 1, 2, and 3 support in our own exceptional way. Centrivity places overqualified Tier 2 people at the front tier. The expectation is that escalations should never happen if you have the top people on the front line. This means no transfers to another engineer and a higher first-call resolution faster.The NOSC employs multiple monitoring systems to handle different clients' technologies and capabilities. In addition to performing fault management, Centrivity teams provide trend and capacity analysis, script development to monitor key processes that are not supported by the SNMP protocol, and additional assistance for other technology issues. At Centrivity, we not only resolve the customer’s problem, but we also do the root cause analysis so that the problem does not resurface again. At Centrivity, we have implemented several best practices that conform to the Information Technology Infrastructure Library (ITIL) v3 to improve the internal processes to serve our customer better.

 

How can the NOSC help me?

Very simply, we will watch over your place when you are not there, and even when you are. A standard company will monitor and manage systems and servers during normal business hours. The sixteen other hours of the day and the weekends, however, are often left to fend for themselves. Our Network Operations Security Center will monitor and/or manage your network when you are not there; we can also monitor the call when you are. Our alerting process can be customized to meet your needs as well. We can escalate an issue after five minutes or five hours, to whomever, using a variety of media methods to include telephone, e-mail, SMS, and even fax.