Date: Fri, 15 Apr 2011 09:14:05 -0400 Subject: 365x24x7 From: harbor235 <harbor235@gmail.com> To: NANOG list <nanog@nanog.org>
If I were going to provide a 365x24x7 NOC, how many teams of personnel do I need to fully cover operations? I assume minimally you need 3 teams to cover the required 24 hr coverage, but there is off time and schedule rotation?
thoughts, experience?
You haven't done the math right. You're not even *close* to 'real world' requirements. 3 people only provide 24-hour coverage for *five* days/week. *before* considering any the "stuff" mentioned below. 7x24 requires _4-1/5_ persons per position, assuming 40-hr work week, _before_ allowing for vacations, etc.. Scheduled vacation time adds another 5-8% to the manpower requirement. Don't forget "holidays", 'sick days', and 'personal time'. that's another 5-10%, or so. Do you intend to allow any participation in 'professional' activities, conferences, etc. and/or any on-going training? Another 5% easily. Now, don't foreget about 'in-house' "overhead" actitivites. e.g. 'staff meetings'. 3-5% (i.e., 1-2 hours/week) is a not-unreasonable estimate. These things push the total requirment to just over 5 people per position, but 'shift scheduling' is a *bitch*. Lastly, you have to consider meal-breaks and such _during_ the shift. This means 'n+1' people per shift, to ensure 'n' on duty at all times. Take your minimum required NOC positions, add one person (for the n+1 completeness), then multiply by 5 and you've got a realistic estimate of the *minimum* manpower requirement. Note: You'll probably want 'above minimum' staffing on 1st shift (and possibly some on 2nd) to handle 'routine'/'non-essential' activities.