[139676] in North American Network Operators' Group
Re: 365x24x7
daemon@ATHENA.MIT.EDU (Robert Bonomi)
Fri Apr 15 14:23:47 2011
Date: Fri, 15 Apr 2011 13:23:48 -0500 (CDT)
From: Robert Bonomi <bonomi@mail.r-bonomi.com>
To: harbor235@gmail.com
In-Reply-To: <BANLkTimD9jYVzM_hv21y9LHzObR3RVG0YA@mail.gmail.com>
Cc: nanog@nanog.org
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
> 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.
