Network Operations Center keeps the bills paid and the lights on during crisis

The LITS Network Operations Center (NOC) quickly transitioned to a split remote and on-site support model during the COVID-19 crisis thanks to the dedication of its employees and some clever scheduling by its leader. The NOC, located in the North Decatur Building, is considered essential work because the team monitors the network and performs critical service and batch job cycles.

“Providing a reliable phone and data network up and working reliably is of paramount importance during this COVIN-19 pandemic,” adds James Crosby (network analyst, NOC).

A vital part of Network Services, the NOC maintains network support and monitoring, responding to the needs of customers to resolve network and voice issues, which many of you may already be familiar. What you may not know is that team members also monitor Healthcare’s IBM mainframe equipment, monitor the environmental elements of the data center (water suppression, fire suppression, generators), and perform critical shipping and payroll functions. Additionally, the NOC sends tapes offsite to Emory’s secure Offsite Tape Vaulting service. In order to perform these functions, NOC team members have to be onsite and on campus 24 x 7.

Did you know they also print checks? While most Emory employees get automated drafts from Payroll, some still receive printed checks that are printed by the NOC, which also prints all accounts payable and vendor checks. Since the beginning of Emory’s work-from-home order, the NOC has printed over 30,000 checks.

“The NOC is a critical partner for the Payroll Department to ensure all processes and files are run so that all employees receive their biweekly and monthly payments. The Payroll Department could not functional without their support,” says Joleen Mitchell, Emory University payroll director. “I thank them for all they do for Payroll, they are the best!”

Adds Marion Oglesby, director of Emory Healthcare Payroll, “Network Operations provides critical support that is vital to Healthcare Payroll operations to ensure payroll files are processed in a timely manner for over 24,000 employees. During the challenging times for COVID-19, the operations team is providing excellent support.”

To keep the NOC operational, tough decisions had to be made. The leadership team for the NOC followed guidance from the CDC to develop alternative work scheduling that consisted of longer shifts and alternating between 14 days in the office and 14 days working remotely. The key difference was in the amount of personnel needed to maintain operational status while still maintaining safe physical distancing.

“The combination of technology and highly dedicated and skilled staff operating under very specific protocols enables the NOC to operate nonstop,” says NOC Manager, Rosa Weston. “We have remained connected and available for communication.”

“It’s not just a job. Emory is part of us. We’re part of Emory. It’s what you do for family,” says NOC network analyst Tony Young. “We really understand the criticality of the work. Knowing that systems, services and an entire community are depending on us is a wonderful yet rewarding feeling and is a driving force why I love doing the work I do.”

The NOC team is: U.B. Akpabio, José Anton, Jared Askew, Antoinette Bowers, Matt Bryers, James Crosby, Sean Deaver, Kerry Jemison, Deon Lewis, Derrick Merritt, Rosey Neal, Dawn Peek, James Proctor, Bryce Smith, Bob Spencer, Rosa Weston (manager), and Tony Young.

“Our team is in the business of caring for our customers and each other,” says Rosa. “The ‘can-do’ attitude during these unique times has been nothing short of inspiring.”

“It is one thing to think about what could happen during a pandemic situation and another to have to deal with an actual situation,” says Amir Ali, associate director of Network Services. “In the face of COVID-19, the NOC and engineering teams focused on Emory and taking care of the community. I am very proud of their resilience.”