Transformation of the Network and Services Operation with a Customer Centric orientation

The Network Operations Center (NOC) is vital to maintain and monitor the network infrastructure, ensuring its performance and availability. Modern NOCs integrate advanced technologies like traditional artificial intelligence (AI) with machine learning (ML) tools to improve operational efficiency and proactively detect network issues, or generative AI to process data from multiple sources that provide relevant information about what is happening at the NOC. These technologies allow predicting and preventing failures before they become critical issues, minimizing downtime and enhancing user experience.

Cybersecurity is another key priority, with advanced measures to protect networks against ever-evolving threats. In addition, industry challenges, such as implementing 5G and the Internet of Things (IoT), require a shift towards autonomous or zero-touch operations, using AI and automation to move from reactive to proactive and predictive models.

The transformation of NOCs is based on three fundamental pillars: processes, people, and technology. It is essential to align processes with a customer and business-centric end-to-end vision. Staff must be ready to adapt swiftly to changes through change management and reskilling plans. Technology should maximize automation and reduce operating costs, adopting solutions that eliminate vendor lock-in.

This evolution allows the NOC to shift from being a cost center to becoming a strategic element aligned with the company's business objectives. A proactive NOC focused on business strategy provides a significant competitive advantage, enabling the identification of improvement and optimization opportunities that lead to increased operational efficiency, cost reduction, and long-term profitability.

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