Sistema de incidencias y gestión remota de conversores de medio: dos proyectos proactivos para mejorar la operación del centro de operaciones de red de Telmex Colombia 

Abstract

This document shows the characteristics, functions and main tools at Network Operations Center inside a Telecommunication Company. Plus, it is shown the purposes done to improve the operation, which are supported in the importance of the proactivity to get better the management of the problems and requirements that clients have. First of all, it will be presented the theorical information which is required for understanding the most important functions at Network Operations Center with the unique objective of improving the solution´s time, controlling allied groups and in summary, guarantee a best quality of service. Then, it is shown the methodology to develop the improvement purposes and also some global principles to identify and to solve the problems to the incidents of minor priority. Keywords Alarms, Clients, Configuration, CRM, Disponibility, Failures, Incidents, Indicators, Management, Maintenances, Monitoring, MRTG, Networks, Network Operations Center, NOC, Performance, Predictions, Priority, Security, SNMP, Service Quality, Solution´s Time, TACACS, Telecommunications, Transceiver.