Outsourced NOC helps enterprises cut downtime, control costs, and scale 24/7 coverage without adding headcount. Network interruptions drain productivity and budget, and internal teams often battle alert fatigue, tool sprawl, and hiring gaps. A well-run Network Operations Center (NOC) changes that by proactively monitoring infrastructure, resolving incidents fast, and keeping services steady, day and night.
Yet building and maintaining an in-house NOC is hard: staffing, training, follow-the-sun coverage, and ever-evolving tools all add complexity. That’s where NOC outsourcing comes in, shifting day-to-day monitoring and incident handling to specialists while your IT team focuses on strategy and high-impact projects.
In this guide, you’ll learn what a NOC does, how it supports service desks and security, the common pitfalls of internal NOCs, when to consider outsourced NOC monitoring, the pricing levers and KPIs that matter, and how to choose the right provider, plus what to expect from Tailwind Voice & Data’s NOCaaS.
What Is A Network Operations Center (NOC)?
A NOC is a centralized location responsible for monitoring, managing, and maintaining an organization's IT infrastructure, including networks, servers, applications, websites, and other critical systems.
What Does A NOC Include?
The services provided by an NOC typically include:
Event Monitoring
The NOC team responds to inputs from event monitoring and management systems, as well as calls, emails, and other sources. They monitor, detect, and process events and faults related to the organization's infrastructure and systems.
Incident Management
Using the NOC's IT service management platform or ticketing system, this process provides support when a network, system, or application event requires action. The event is recorded in a ticket with detailed information, and tickets are handled by NOC engineers and sent to other personnel as needed with updates until the incident is resolved.
Capacity Management
The NOC oversees the performance, utilization, and capacity of infrastructure components to ensure the company's business capacity, service capacity, and component capacity needs all continue to be met.
Troubleshooting & Resolution
NOC teams diagnose the root causes of incidents and formulate plans to resolve those problems. This typically requires reviewing trends, analyzing logs, and maintaining information about problems and workarounds.
Change Management
NOCs conduct changes to the supported infrastructure environment when necessary, including standard changes like resetting passwords, normal changes like upgrading devices, and emergency changes like rerouting network traffic in the event of an outage.
The Purpose Of An NOC
The primary purpose of a successful NOC is to ensure the availability, performance, and security of an organization's critical IT infrastructure so that it can continue operating without downtime. Some devices and systems NOC teams are responsible for include:
Network Monitoring & Performance Management
NOC teams monitor and manage various types of networks, including local area networks (LANs), wide area networks (WANs), metropolitan area networks (MANs), and cloud-based networks. They ensure network connectivity, performance, and security by monitoring traffic patterns, identifying potential bottlenecks, and resolving network-related issues.
Server Health, Patching & Capacity
NOC teams monitor and maintain physical and virtual servers to ensure their availability, performance, and security through server patching, configuration management, and capacity planning.
Application Availability & Performance
The NOC team monitors and manages business-critical applications to ensure their availability and performance. This includes monitoring application performance, troubleshooting issues, and coordinating with application development teams for updates and maintenance.
Firewall Configuration & Event Response
Firewalls are critical components of network security, and NOC teams monitor and manage these devices to provide proper configuration, firmware updates, and troubleshooting for any issues that may arise.
Wireless Access Points
In modern organizations, wireless connectivity is essential. NOC teams monitor and manage wireless access points for proper coverage, performance, and security.
Power & Facility Systems
NOC teams also monitor and manage power and facility systems, such as uninterruptible power supplies (UPSs), generators, and environmental monitoring systems, to ensure the continuous operation of critical infrastructure components.
NOC Support Across IT Operations
In addition to the core services provided by a NOC, these departments can augment or support:
Network Security
While a NOC isn't primarily responsible for the security of an organization's network, it plays a crucial role in supporting security operations. NOC teams can monitor and respond to security alerts from firewalls and security monitoring appliances, detect potential security breaches, and escalate incidents to the appropriate security teams.
Service Desks
NOC teams often work in coordination with a company's service desk, providing technical support and incident management. While service desks provide end-user support, the NOC interacts with IT staff and provides the necessary technical expertise.
NOC Challenges That In-House Teams Face
NOC challenges include overburdened staff, high costs, poor metrics tracking, and inconsistent processes that hinder reliability and performance. Many in-house teams also face high turnover, hiring difficulties, and a lack of continuity planning. To address these issues, organizations can standardize operations, automate workflows, and adopt unified monitoring to improve efficiency and uptime.
Workload Overload & Alert Fatigue
In-house NOC teams can quickly become overburdened with the volume of work, leading to burnout, decreased productivity, and increased risk of errors. When staff are overloaded, it can lead to slower response times, missed alerts, and an overall decrease in the quality of service.
High Costs
Staffing, training, and maintaining an in-house NOC team can be extremely costly, especially for smaller organizations or those with limited IT budgets. The costs associated with recruiting, onboarding, and paying employee salaries for skilled NOC professionals can add up, and the need for redundancy and backup personnel further increases these expenses. Additionally, the monthly cost of maintaining the necessary infrastructure and tools for a NOC can be substantial.
Gaps In KPIs & Reporting
A lack of proper metrics tracking can lead to blindspots in the NOC's performance, making it difficult to identify areas for improvement or potential issues before they escalate. Without reliable data on response times, resolution rates, and other key performance indicators, optimizing processes and making informed decisions about resource allocation and prioritization can be difficult.
High Turnover
NOC positions can be stressful and demanding, leading to high turnover rates that further exacerbate staffing challenges and increase costs. High turnover rates can disrupt the continuity of business operations, as new staff members need to be trained and brought up to speed on procedures and systems. This can lead to a loss of institutional knowledge and expertise within the NOC team.
Difficulty Hiring
Finding NOC professionals can be a significant challenge, especially in highly competitive job markets. NOC roles often require a unique combination of technical expertise, problem-solving abilities, and strong communication skills, making it difficult to find qualified candidates. Plus, the demanding nature of NOC work can make it challenging to retain top talent over the long term.
Unstandardized Processes
Without standardized processes and procedures, in-house NOC operations can become inconsistent, leading to operational inefficiencies and increased risk of errors. Lack of standardization can result in different team members approaching similar issues in different ways, potentially leading to confusion and inconsistent outcomes. This can also make it more difficult to train new personnel and ensure smooth knowledge transfer within the team.
Limited Continuity & Recovery Planning
Many in-house NOC teams lack a comprehensive business continuity plan, leaving their organizations vulnerable to disruptions and prolonged downtimes. Without a well-defined plan for handling unexpected events, such as natural disasters, power outages, or cyber attacks, the NOC may struggle to maintain critical operations and minimize the impact on the business.
What Is Outsourced NOC Support?
Outsourced NOC support services are offered by specialized providers, where they take on the responsibility of monitoring, managing, and maintaining an organization's IT infrastructure. This service can be tailored to meet the specific needs of the organization, ranging from complete NOC outsourcing to augmenting an existing in-house NOC team.
NOCaaS vs Traditional Managed Service
NOC as a Service (NOCaaS) embeds into your operations with custom runbooks, flexible SLAs, and broad incident/change scope integrated to your ITSM. A traditional managed service usually packages fixed device counts and narrowly defined tasks. For complex, multi-vendor environments, NOCaaS provides the operational depth and elasticity most enterprises need.
When To Consider Outsourced NOC For Your Business
Organizations should consider outsourcing their NOC support when they face challenges in maintaining an effective in-house NOC team or when they want to focus their resources on their core business activities. Some common scenarios where NOC outsourcing services can be beneficial include:
- High operational costs of maintaining an in-house NOC team
- Difficulty in attracting and retaining skilled NOC professionals
- Need for 24/7 NOC monitoring services and support
- Lack of expertise in managing complex IT infrastructure
- Desire to focus internal resources on strategic initiatives
- Need for scalability and flexibility in NOC operations
Pricing for outsourced NOC support services can vary depending on the service provider and the organization's specific requirements. Typically, pricing models are based on a fixed per-device or per-node fee, or they can be based on the actual NOC activity levels and support requirements over time.
Support Models: Shared vs Dedicated
- Shared NOC: Cost-efficient elasticity using pooled resources; ideal for variable workloads and fast scaling.
- Dedicated NOC: Strict isolation and bespoke workflows; preferred when compliance, data segregation, or highly customized processes are required.
How Outsourced NOC Pricing Works
Common approaches include:
- Fixed per-device/node: Simple, predictable budgeting when estate size maps well to workload.
- Activity-based (operational consumption): Pricing aligns to real ticket/handling volume over time, useful when device counts don’t reflect incident load.
Key Drivers: Coverage window (8×5 vs 24×7), SLA tiers (MTTA/MTTR), integration scope (ITSM/CMDB/SIEM/observability), change workload, reporting cadence, and depth.
Key Benefits Of An Outsourced Network Operations Center
Outsourcing NOC services can provide businesses with several advantages, including:
Reduced Network Downtime
Outsourced NOC providers employ advanced remote monitoring tools to proactively identify and resolve potential issues, minimizing downtime and ensuring business continuity. By leveraging the expertise and resources of a dedicated NOC service provider, your organization can significantly reduce the risk of extended downtime and the associated costs and productivity losses.
Lower IT Costs
By outsourcing NOC services, you can avoid the high costs associated with staffing, training, and maintaining in-house NOC staff while still benefiting from expert support. Outsourced NOC providers can often achieve economies of scale and leverage specialized tools and processes, resulting in significant cost savings for their clients.
Scalability & Flexibility
Outsourced NOC providers can offer scalable, flexible services that can adapt to your organization's evolving business needs. As your IT requirements change, your NOC services can easily scale up or down to ensure seamless operations without the need for costly in-house expansions or reductions.
24/7 Technical Support
Outsourced NOC monitoring services offer around-the-clock monitoring and support, so any issues are addressed promptly – regardless of the time of day or day of the week. This can be particularly valuable for enterprise businesses with global operations or those that require continuous uptime for critical systems.
Access To Specialized NOC Experts
Outsourced NOC providers employ highly skilled and experienced professionals dedicated to monitoring and managing IT infrastructure. These experts are typically well-versed in various technologies, tools, and best practices, enabling them to provide comprehensive NOC support and proactive recommendations to support your in-house teams.
Focus On Core Business
With the burden of NOC services off your in-house IT teams' shoulders, they can concentrate on strategic initiatives that drive business growth and innovation rather than being bogged down by day-to-day monitoring and maintenance tasks.
AIOps & Noise Reduction
Modern providers apply correlation, dynamic thresholds, and automation to suppress false positives and surface root causes faster. Where appropriate, auto-remediation closes low-risk tasks and helps reduce MTTA/MTTR, cutting alert fatigue while improving availability.
8 Essentials To Look For In An Outsourced NOC Provider
Finding the right outsourced NOC partner to support your organization's unique needs can be challenging if you're not sure where to start. Here are some essential qualities to look for:
24/7 Monitoring & Support Capabilities
Outsourced NOC services should include around-the-clock remote monitoring and support to ensure your organization's critical systems are continuously monitored, and any issues are addressed in a timely manner. This level of vigilance is essential for minimizing downtime and ensuring business continuity.
Certified Engineers With Proven Experience
Look for providers that employ skilled, certified professionals with extensive experience in monitoring, managing, and troubleshooting complex IT infrastructures. These professionals should possess a deep understanding of various technologies, tools, and industry standards.
Flexible SLAs & Easy Scaling
Your organization's IT requirements are likely to evolve over time, and outsourced NOC monitoring services should scale to adapt to your changing needs. Whether you need to scale up or down, a reputable provider should be able to adjust their support levels seamlessly to help your IT operations remain efficient and cost-effective.
Advanced Monitoring & Management Tools
Effective NOC services rely on advanced monitoring and management tools. Evaluate potential providers based on their toolkit capabilities to ensure they can provide comprehensive visibility into your IT infrastructure and employ proactive monitoring techniques to identify and resolve issues before they escalate.
Tailored SLAs & Actionable Reports
Outsourced NOC providers should offer customizable service levels and reporting capabilities to align their services with your specific needs. This may include tailored alert thresholds, escalation procedures, and reporting formats that provide you with the insights you need to make informed decisions.
Robust Security & Compliance Measures
Outsourcing your NOC services should not come at the expense of security and compliance. Look for a service provider that has robust security measures in place, such as data encryption, access controls, and regular security audits, to safeguard your sensitive data and network systems. Additionally, make sure they adhere to relevant industry standards and regulatory requirements to maintain compliance.
Transparent Communication & Collaboration
Evaluate potential outsourced NOC monitoring providers based on their communication protocols, responsiveness, and willingness to collaborate closely with your internal teams. A transparent and collaborative approach can foster a strong partnership and enable efficient issue resolution.
Operational Must-Haves
- Tiered NOC (T1/T2/T3): Clear triage/resolution model with a target percentage resolved at Tier 1.
- Runbook Ownership: Provider authors and maintains runbooks, handles standard changes, and participates in - CAB; emergency change paths are documented.
- Vendor/Carrier Ticketing: Opening and managing third-party tickets end-to-end with status visibility.
- Client Portal: Real-time dashboards, ticket queues, SLA/SLO performance, and historical trends.
- Redundancy & Continuity: Secondary NOC sites, DR testing, and measurable RTO/RPO.
- CSI & SLM: Regular post-incident reviews, trend analysis, and runbook updates tied to SLAs/SLOs.
What Onboarding Should Look Like
A smooth transition follows a documented path:
- Discovery & Assessment: Inventory, dependencies, contacts, critical services, and priorities.
- Runbooks & Threshold Tuning: Standard changes, escalations, alert criteria, and maintenance windows.
- Tooling & ITSM Integration: Ticketing, CMDB, observability, and SIEM integrations as needed.
- Pilot / Parallel Monitoring: Validate signal quality, workflows, and reporting before cutover.
- Go-Live: Production handoff with clear RACI and communication norms.
- Weekly Reviews & CSI: Actionable reports, backlog triage, and continuous improvement against SLOs.
Outsourced Network Operations Center (NOC) FAQs
What Are The Biggest Challenges Faced By NOC Teams?
NOC teams struggle with staffing shortages, high turnover, complex toolsets, and a lack of standardized processes, all of which can lead to slower response times and reduced service quality.
Why Do NOC Teams Experience High Costs?
Maintaining an in-house NOC is expensive due to staffing, training, and infrastructure needs. Costs rise further when redundant systems and 24/7 coverage are required.
How Does High Turnover Impact NOC Operations?
Frequent staff changes cause knowledge loss, disrupt workflows, and delay issue resolution, making it difficult for NOCs to maintain consistent performance.
How Can Organizations Overcome NOC Challenges?
Organizations can address NOC challenges by standardizing processes, automating repetitive tasks, investing in unified monitoring tools, and leveraging outsourced or hybrid models to reduce costs and improve reliability.
What Role Does Metrics Tracking Play In NOC Performance?
Accurate metrics tracking helps NOC teams identify blind spots, optimize workflows, and proactively resolve issues before they affect service availability.
Partner With Tailwind For The Best Outsourced NOC
Maintaining an effective and reliable NOC is crucial for ensuring the availability and performance of your organization's IT infrastructure. However, managing an in-house NOC team can be fraught with challenges, such as high operational costs, staffing difficulties, and the need to fill a skills gap. Luckily, partnering with a trusted provider like TailWind for outsourced NOC services can help you overcome these challenges with expert, around-the-clock support.
TailWind helps enterprise businesses solve network problems quickly – or avoid them completely – with our local, scalable NOC as a service (NOCaaS) solution. Our skilled, U.S.-based professionals become an extension of your IT department, so you can quickly scale to meet your organization's planned and unplanned network expectations.
Ready to take the first step towards streamlining your multi-location enterprise IT? Reach out to TailWind today to learn more about our NOCaaS solutions.
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