AI + Process Automation for NOC

50% Faster Incident Response for a Multinational

Industry: Enterprise IT / Network Operations
Service: AI-Powered Incident Triage|Process Automation|Knowledge-Base Engineering|Network Topology Tracking

Overview

A multinational company was looking for a way to improve and automate the time to resolution for NOC (network operations center) incidents, as well as build a knowledge base to support the project.

The Challenge

A global company with a large IT organization, dispersed data centers, support personnel, and a hybrid infrastructure of on-prem and cloud assets was struggling to collaborate and resolve network incidents in a timely manner. The team also lacked a repository of institutional knowledge to share common issues, so they were often reinventing the wheel when resolving issues that happened repeatedly. There was no good system for database administrators in New York to interface collaboratively with network administrators in Houston, and other colleagues across the globe, to solve problems quickly.

The dispersed team was using general-purpose tools like Excel and Google Docs to manage incident management, but the work was manual, not built for scale, and required manual work by shift managers to maintain mid-stream incident response across shift changes. The company had a ticketing system, but it lacked a knowledge base and the ability to search known issues.

How It Was Solved

Sphere built a fully automated intake, classification, and assignment system for NOC incidents — coupled with network topology tracking and an integrated knowledge management system. AI-driven classification routes incoming alerts to the right responder; the knowledge base captures and surfaces past resolutions so engineers stop reinventing the wheel; and topology tracking gives every responder the same operational picture, regardless of geography or shift.

The new testbed was integrated alongside the legacy ticketing system so the global incident-response team could adopt it without losing in-flight context — a smooth path from manual coordination in Excel and Google Docs to a single, automated pipeline.

Key Outcomes

50% Faster Time to Resolution

After only a few weeks in the test-group NOC center, time to resolution for incidents decreased by the target 50%.

Automated Intake & Classification

Incident intake, classification, and assignment fully automated — replacing the manual coordination through Excel and Google Docs.

Searchable Institutional Knowledge

A new knowledge management system turns repeat issues into searchable resolutions, ending the cycle of reinventing the wheel.

Cleared for Global Rollout

Immediate benefit drove the IT organization to plan global rollout of the testbed system to the rest of the incident-response team.

The Results

The project was rolled out to the test-group NOC center, and after only a few weeks, time to resolution for incidents decreased by the target 50%. The IT organization saw immediate benefit from the new testbed critical-incident management system — a fully automated intake, classification, and assignment system coupled with network topology tracking and knowledge management — and made plans to roll it out globally to the rest of the incident-response team.

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Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors

Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).

Ben Crawford

Senior Product Manager at Enova Financial

I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.

Mark Friedgan

CEO at CreditNinja

Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.

René Pfitzner

Co-Founder at Experify

Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.

Bruce Burdick

Chief Information Officer at Integra Credit

We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.

Jemal Swoboda

CEO at Dabble

The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.

Arthur Tretyak

Founder and CEO at IntegraCredit

With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.

Lee Ebreo

VP of Engineering at Credit Ninja

These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.

Selah Ben-Haim

VP of Engineering at Prominence Advisors