Mark Gehan, the managed network operations centre manager, talked about what he termed "his baby".
On the massive screen behind him is information about the status of the Telstra core network, streamed from the company's general operation centre in Melbourne, which handles problems with the core network. The managed network centre is about the impact of such problems on major customers.
Information about the 1,100 companies' 37,000 network routers is available to the network engineers on their individual consoles. They receive alarms when there is a problem with any of the network devices. Telstra is currently working on developing the video screen system further to be able to put more than just the core network information on the large display.
"Operationally, we own the customer experience until the very end," Gehan said. "When a site goes down, its not a box that goes down, it's a customer that can't make a transaction."
Before the centre, employees would have had to make calls to isolate faults, do some administration checks and then call the customer back a second or third time to get on top of issues, Gehan said.
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