Previously, NOC alerts were handled by whoever was on a NOC shift. With the new customer portal, NOC alerts are assigned to an engineer and the engineer takes ownership of the NOC alert. Customer stated if he responds to an alert when the engineer is not on shift, the customer will not get a response until the engineer is back on shift. Customer would like to have the alert handled by whatever engineer is available / on shift right when he responds to an alert.
Alvaro Sanz de Acedo Perez commented
In my case, current process makes it difficult to resolve alerts as we have to wait till NOC engineer is on his shift. This is quite relevant in alerts with data loss
An alert should be handled by any engineer on a NOC shift to avoid delays on responses and improve quality service (less downtimes)
Thomas Young commented
In my case the alert was assigned to a person in Singapore, in a different time zone. So we could not coordinate a time when we were both at work. I made comments on the case number, and even emailed NOC, but it looked like the case never was re-assigned to someone in my similar time zone. This delayed the NOC response. Not until I called NOC, did I get the proper service.