Coordinator / NOC Operator

Open the NOC Dashboard (sidebar → Network Operation Center → your project → NOC Dashboard) and keep it on screen all shift. These six steps repeat every day, in this order:

We are a network monitoring center, not an end-of-day monitoring center. A site showing down in the NMS is not yet an outage — it only becomes one after it survives verification and its hold window. Every offline site goes through this, in order:

1. Site shows OFFLINE in the NMS. Note the site code, group, provider, and offline timer. Don't act on the NMS reading alone.
2. Cross-check the provider cloud. Open the matching portal — Ruijie, Huawei, Omada, or Starlink — and check the same device. This is the verification step and it is never skipped.

3. Check the site's schedule tag. The hold rule depends entirely on this — check it before starting any clock.

4. Still down at 24 hours → raise the ticket. The NMS already flags these for you: "Offline > 24h, needs a ticket." That counter should be zero every time you finish a sweep — it's the single clearest measure of whether the NOC is keeping up.

In the Sites tab of the NOC Dashboard, each site row can carry a colored bar down its left edge — the triage flow above, made visible at a glance. Hover the site code to see the exact reason.

• Amber — needs a ticket. The site has been offline more than 24 hours and has no open ticket. This is your cue to open one.
• Blue — tracked. There's an open ticket and it has had activity in the last 48 hours. It's covered and moving; no action needed.
• Red — neglected. There's an open ticket but nobody has touched it in 48 hours (napapabayaan). Chase it — add an update, move it forward, or escalate.

A down site with no bar is either offline under 24 hours (too early to require a ticket) or its ticket is already in Review or Done. Don't open a second ticket for a site that already shows blue or red.

Every ticket moves through five stages. In this app, the New and Coordinator stages are both worked by you — Coordinator and NOC Operator are the same role, not a handoff between two people. There's also no separate "NOC Lead" title: Review and escalation authority sit with a coordinator or superadmin.

Provisional is fine while a ticket is open — but it needs a real code, not UNK, before it closes.

For each down site, work the cheapest action first:

Escalation here means the response ladder above — remote reset, then a call, then (only as a last resort) dispatch. Separately, the table below is about visibility: when a coordinator or superadmin needs to know something is happening, regardless of whether it's resolved yet. When you escalate, hand off the full picture — project, site/group, device, how long it's been down, what you already tried, and anything the beneficiary reported.

When three or more sites within about 10 km go down together, the Outage Triage flags it as an area-wide cluster. These almost always come from a shared cause — a power utility outage or a backhaul provider issue — not the sites themselves.

For clusters, hold dispatch and coordinate with the power/backhaul provider. Sending an installer to one site won't fix a regional outage. Escalate immediately — see the table above.