News : MacTel Announces Sydney Network Operations Centre
Sydney, Australia, Dec, 2017 -- Macquarie Telecom has announced that it will be opening a new network operations centre (NOC) in Sydney this month, which it said will replace the use of third-party network operations services.
According to the telco, its NOC -- which will be integrated inside Macquarie Telecom's Sydney CBD call centre and labelled Hub+ -- will save "at least 13 jobs" from being offshored after its third-party provider had decided to send its business to another region.
The roles it creates will involve various types of engineers, who will work across network faults and incidents. The NOC will make use of new operating support and IT management systems, increased automation across device configuration in the network, and real-time monitoring systems, which Macquarie Telecom said it hopes will reduce repair times and therefore network downtime.
"NOC engineers will have access to smarter tools that will drive efficiency and enable us to be more proactive with our customers," Macquarie Telecom COO Art Cartwright said.
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"The project also links to our graduate program; young graduates will be able to receive additional training through the NOC. It will be like an incubator for developing more technical career paths."
The NOC will also include a technical service desk for helping solve customer complaints and questions.
"Customer service in our industry is appalling and on a slippery slope," Macquarie Telecom group executive Luke Clifton argued.
"Outsourcing jobs can make a quick profit in the short term, but the customer experience suffers when even simple queries take time and unnecessary steps to resolve. It's a zero-sum game, because more resources are needed when the technical expertise isn't there.
"Keeping our NOC in Australia will not only provide more local jobs, but will save our business money. Our competitors either don't understand this logic, or don't have the skills or imagination to pull it off."
"We are investing even more heavily in building the infrastructure for government," Macquarie Government head of Business Development Angela Anderson said at the time.
"Our Canberra datacentre is purpose-built to meet the security needs of federal government customers, providing them a secure government to host data and deploy cloud services. The government's need for security has never been higher, as was highlighted in review of the eCensus failure last year," Macquarie Government managing director Aidan Tudehope said earlier this year.
"The right cloud solution can be much more secure than legacy government systems ... Macquarie Telecom has made a deliberate decision to keep our datacentres on Australian soil to keep all sensitive data within the country and completely under the Australian jurisdiction."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Self-Service Functionality
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About Macquarie Telecom:
Macquarie Telecom Group Limited - Macquarie Telecom is a managed hosting and telecommunications company. It has offices in Sydney, Melbourne, Canberra, Adelaide, Brisbane, Perth, and Hobart. It also has a data centre in Sydney.
Published: Tuesday, December 5, 2017
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