TThe Remote Operations Center (ROC) is the central command hub for managing and monitoring all building systems, applications, and critical operations 24/7, 365 days a year. It is designed to provide real-time visibility into system health, performance, and status across all facilities and operations. The ROC ensures that any anomalies or issues detected in the system trigger immediate responses from the command center team, ensuring swift resolution and minimal disruption to services.
The ROC operates around the clock, continuously monitoring all applications and systems in real time. This ensures that any potential issues or anomalies are detected as soon as they occur, allowing the command center team to respond swiftly to mitigate any risks.
The ROC is equipped with sophisticated monitoring tools that can detect anomalies or deviations in any of the systems, such as HVAC, energy usage, security, or any other building management system. Once an anomaly is detected, the system triggers multiple alert mechanisms (Email, SMS, WhatsApp, or Voice Call via Incident Management application) to ensure immediate action.
When a critical incident occurs, the SoS (Incident Management) application is activated. This triggers high-priority alerts such as voice calls or SMS to the ROC team. The team immediately takes action and communicates with the on-ground operations teams to resolve the issue as quickly as possible, minimizing downtime and impact.
Once an alert is triggered, the command center team immediately contacts the relevant on-ground operations team to address and resolve the anomaly or incident. The team coordinates and ensures that corrective measures are implemented in a timely manner to restore normal operations.
A comprehensive Root Cause Analysis (RCA) is prepared for every anomaly, incident, or helpdesk severity ticket raised. The RCA document details the issue, the cause, steps taken to resolve it, and recommendations for preventing similar incidents in the future. This document is sent to relevant stakeholders for transparency and continuous improvement.
The ROC is fully integrated with the helpdesk system, allowing for automatic creation of severity tickets when issues arise. These tickets are categorized based on the severity of the incident and are prioritized for resolution by the on-ground operations team. The team tracks the progress and updates the ticket until the issue is resolved.
After any anomaly or incident is resolved, a detailed report, including the RCA document and any actions taken, is sent to stakeholders. This ensures that all parties are informed about the situation, resolution, and any preventive measures taken to avoid future occurrences.
The Remote Operations Center (ROC) leverages advanced monitoring and communication systems to track the health and performance of all assets and applications in real time. The process is automated for fast detection, escalation, and resolution of issues, ensuring that every system and service runs smoothly.
The ROC continuously monitors all systems and applications, collecting real-time data to ensure everything is operating within normal parameters.
When an anomaly is detected in any system, whether it's a performance drop, malfunction, or a security issue, the system triggers an alert using multiple communication channels such as email, SMS, WhatsApp, or voice calls via Incident Management (SoS) application.
If the anomaly is significant or escalates into a critical issue, the SoS Incident Management system is activated. Alerts are sent to the command center, which immediately contacts the on-ground operations teams to handle and resolve the situation.
TA final report, including the RCA and any lessons learned, is generated and communicated to stakeholders. This ensures transparency, fosters continuous improvement, and helps avoid similar issues in the future.
