Introducing the new Manitoba Network Operations Centre!

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  • Updated 3 years ago
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We're very excited to introduce our new Manitoba Network Operations Centre! Your questions about service in your area are addressed by our Network Services team, who operate within this new facility.
What is the Manitoba Network Operations Centre (MNOC)? 
  • A multi-million dollar investment in technology located in     downtown Winnipeg, the Manitoba Network Operations Centre monitors MTS networks and technologies 24/7.
  •  Enables us to monitor, predict, and respond to network issues and alerts quicker. 
  • This monitoring centre is unique in Manitoba: it's located in Manitoba, operated by Manitobans, and serves Manitoban customers. 
Who operates the MNOC?
  • More than 50 high-tech, skilled people currently operate the MNOC.
  • We've invested in training - these skills don't typically exist in the Winnipeg job market today. 
  • We expect to add more positions in the coming years as a result of future growth and changes in technology.
What can you tell me about this investment? 
  • By investing in our downtown campus, we are bringing more people and activity into the heart of Winnipeg.
  • This investment contributes to the Manitoba economy and supports the growing high-tech sector in Winnipeg.
  • Because our centre is operated locally, we know the lay of the land and better understand the needs of our customers. 
Why open a new NOC now? 
  • We've always had skilled people and operations centres that monitor and manage our networks, but with technology constantly changing and the rapid adoption of IP services, we saw the need to bring all our skills and capabilities together into a next-generation site located here in Winnipeg. 


 
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Jessica, Alum

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  • Excited

Posted 4 years ago

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Jason Z, Official Rep

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Great looking video...

;)

Happy to answer any questions about our MNOC!!
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Osage Price

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Hi Jason, quick question are central office technicians the ones who come out to install services at people's residences?
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Jason Z, Official Rep

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Good morning Osage,

The Technicians working in the MNOC typically are not the ones who go out to businesses and residences to install services. We do have some that have done that as part of their careers though.

The Technicians you are referring to are called Field Service Technicians or FST's they are a great group of techs who spend a large part of their day interacting with our customers face to face while installing or repairing services.

Hope that helps!
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Osage Price

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Ah, so those are the awesome people who come to my rescue :) thanks, Jason!
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gordon1111, Champion

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Will this also be a call centre for technical support or are these technicians higher tier representatives?
(Edited)
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Jason Z, Official Rep

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Hey Gordon - thanks for the question, love talking about our new MNOC.
The Technicians that work in this area don't generally chat directly with customers. We have some great representatives in our Customer Care group that perform that function.
The techs in the MNOC are focused on monitoring the various networks and network elements that provide the services our customers use. We do interact with the Care group to provide technical information and updates to them.
We also communicate with other NOC's and the vendors that provide our network equipment to resolve any issues that we detect.
If groups within MTS need to know what is going on in any of our networks we are the place for that information.
We are currently working through the processes needed to use this forum and other social media to better communicate the status of our various networks and services. Stay tuned for that.

Thanks again for your question!!
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gordon1111, Champion

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Very great to hear Jason!  I am very excited myself to hear about the launch of this new MTS project! , I am also very excited to see how MTS is using social media platforms such as this forum and twitter and Facebook!  Keep up the Great work!  and Looking forward to seeing this community get bigger and more conversations!   Have a great weekend! Gordon
(Edited)
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gordon1111, Champion

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is the MTS Network Operations Centre staffed 24/7 you say monitored but wondering if you have employees working 24/7 at that location.  Many Thanks Gordon.
(Edited)
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Jason Z, Official Rep

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Hi Gordon, yes we have staff there 24/7/365.
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Osage Price

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How does a 24/7 shift schedule work? Is it 2 on, two off or another variation?
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Jason Z, Official Rep

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We have a wide range of shifts for the different areas in the MNOC.  We do follow the respective collective agreements in place for our employees.  While that type of work schedule may not be for everyone it does offer some additional flexibility with respect to days off though.
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gordon1111, Champion

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Very cool Jason!    Have a great Weekend!!
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Sandra

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Hi Jason, does MNOC decide on where upgrades etc are made in existing "older" neighbourhoods such as N.Kildonan? Issues like slow internet, network congestions, pixelating tv, Lightning 50 etc.  If not, then who makes this decision.  I know we receive service/signal through copper but what if it is not getting any better?  We can't move, winter is coming LOL
  Thanks.
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Jason Z, Official Rep

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Hi Sandra, 

While we don't make those final decisions (typically that is our Planning and Engineering team) we do provide the information on network performance to them to assist in making those decisions. They would get data from the MNOC (number of network alarms/issues) as well as information like number of customer tickets that comes from our Customer Care organization.
All of this information is taken into account when planning what is going to happen and when it will be done.
If something is outright broken or failing, technicians will get dispatched to resolve the problems  - those types of issues don't always need to go through our Planning and Engineering groups.

As an example - if the large green cabinet on a street near you fails or a card or piece of equipment inside it fails and a number of customers don't have TV or internet service (usually it is all or nothing with those problems) - we will see that alarm and dispatch a tech to fix it.  If there is a cable issue from that cabinet to your house - we won't have visibility to that and it needs to be reported to Care so we can dispatch a technician to investigate.  If you are seeing slow internet or pixelization at your house it would be a good idea to call Care and report this issue.

Hope that helps a bit..
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Sandra

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This helps,thanks.