A Peek Inside Mindsight’s Network Operations Center


April 25, 2016

As a Chicago IT consultancy, Mindsight’s focus is to provide solutions to the advanced technology challenges facing our clients. To achieve these goals, we stick to the three ideals that differentiate us in the Chicago IT industry: our people, our process, and our culture. These ideals permeate through every facet of our organization, and our Managed Services program is no different.

Managed Services enables our clients to leverage the experienced engineers on the Mindsight team to provide monitoring, management, and support of their IT environment. Behind the scenes of this service is our Network Operations Center (NOC) located at our office in Downers Grove. Here, our team monitors our clients’ environments 24×7, provides troubleshooting support over the phone, and tackles the
challenges that may bring our clients’ businesses to a halt.

Interestingly, the NOC itself is a perfect reflection of Mindsight’s commitment to people, process, and culture. Here, we’ll take a quick peek into the NOC to demonstrate.


The Mindsight NOC and Managed Services


People: Experienced and Trained Engineers

When a user or client of an organization needs technical assistance with a product or their environment, the user must call into a NOC similar to the one at Mindsight. The difference comes when someone on the other line answers.

Many NOCs staff a mixture of experienced and inexperienced NOC engineers. When you reach technical support on the other line, it often starts with a low-level professional who is only equipped to provide basic information and troubleshooting techniques. Only when this person proves unhelpful will the NOC escalate the issue up the hierarchy to more experienced engineers.

At Mindsight, we staff only the most experienced engineers in the Chicago technology industry—they are awaiting your call solve any problems you may be having with your environment.


Process: SLAs and Escalation Matrix

Quality personnel only goes so far. As talented as the Mindsight team may be, our underlying system and process keeps our responses to incoming alerts organized, effective, and efficient. To assist in that effort, our Managed Services team in the NOC has an automated escalation matrix in place.

After our systems detect an issue in one of our client environments, a support ticket is automatically opened and an engineer is assigned to the task. If for whatever reason the engineer cannot find a timely solution to the problem, our system will not wait around for him/her to ask for help. After a predetermined and scheduled period of time, the ticket will automatically escalate to an engineer higher in our organizational structure.

Once again, if that engineer is incapable of finding a solution in a given time, the escalation matrix is programmed to continually rope in more and more of the Mindsight team until we can deliver results. It is through processes like this that we can confidently offer Service Level Agreements (SLAs) for response time to our clients.


Culture: See It for Yourself

Of our three ideals, Mindsight is most proud of our culture of honesty and integrity, but it’s easy to make those kinds of claims. We ask you to come see the difference for yourself. The Mindsight NOC exists so we can live up to our promises, provide 24 hour support, and help your company achieve their goals.

Leverage the years of experience found in our engineering team and consider a managed services package for your environment. Regardless of what technology, application, or hardware needs support, there is a Managed Services package perfectly suited to your needs.

Contact us today, and let’s put an end to network downtime.

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About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our highly-certified engineers and process-oriented excellence have certainly been key to our success. But what really sets us apart is our straightforward and honest approach to every conversation, whether it is for an emerging business or global enterprise. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.

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For Further Reading:

Managed Services Is Like Tetris: A Game Story

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