A Day at the Network Operations Center of the Baltic's Largest Data Center

Every website, online store, Facebook page, or other internet service physically resides somewhere. Typically, these are hosted in data centers where service providers house their equipment.

At the heart of a data center is the Network Operations Center (NOC), manned around the clock to ensure everything functions perfectly: climate control systems maintain required temperature and humidity levels, power feeds remain stable, nothing overheats, doors stay locked, and unauthorized individuals don’t wander around. The list goes on.

Screens at the Network Operations Center are usually filled with visualised information. Foto: Tõnu Tunnel.

In Hüüru, just outside Tallinn, five engineers share these responsibilities in the NOC of the Greenergy Data Centers. “When our system operates smoothly, our clients’ devices function, allowing the entire world to effortlessly enjoy various digital services,” states one of the five engineers, whose name remains undisclosed due to company security policies.

A constant symphony of alerts

The workday is punctuated by incessant alarms – not because of frequent crises, but because devices and systems regularly signal their status, undergo routine maintenance, and perform tasks. The NOC receives information from over 3000 sensors. As they say in the NOC, “The building breathes!”

Take temperature, for instance – to maintain a constant temperature in a room (not just in a top-tier data center, but also in a home), heating or cooling must be adjusted. Each time the temperature rises and cooling kicks in, engineers in the NOC receive a notification. Quiet moments, free from beeping, are rare in their routine.

The best tester for water leakage systems is reportedly the cleaner – as soon as they mop the service corridor, an alarm goes off in the NOC. “Cameras even show where the cleaner is moving. If a rabbit or a deer stirs outside the fence at night, we see it immediately. This reassures us that all systems are operational,” an engineer explains. In a data center, not a pin can drop without triggering an alert.

Autonomous operation of the data center

In theory, the NOC isn’t essential. “This building is so laden with automation from end to end that it could manage on its own. The NOC employee merely monitors to ensure everything operates as it should and consults specialists when needed,” says a NOC engineer.

However, an engineer at Greenergy Data Centers is not just a dispatcher who receives and forwards notifications but also gets hands-on when necessary. “During the day, it’s easy – you can ask for help from the technical department next door if you can’t immediately resolve an issue. At night, when you’re alone in the building, you have to figure things out yourself and decide whether to wake a specialist or if the issue can wait till morning,” the engineer shares.

Greenergy Data Centers opened its doors in early 2022. In the two years since, there hasn’t been a need to call someone to the NOC at night. “We’ve had to make calls at night and follow instructions, like monitoring a temperature till morning. If it drops, call again. Then you focus your monitoring on that,” the engineer recounts.

Learning beyond the classroom

The peculiarity of working as a NOC engineer is that specific IT knowledge alone isn’t enough. Nor is education in just cooling engineering or energy sufficient.

“In a data center, you need knowledge of electrical, climate, and cooling systems, as well as IT and security system management. We have oxygen reduction systems for fire prevention and gas extinguishing systems for extinguishing highly unlikely fires. A NOC engineer must understand how these systems interconnect and see the bigger picture,” the engineer explains.

For instance, if a system alerts that a room's temperature is too high, the engineer must determine the cause. Is the cooling device not working, or is a door left ajar? Identifying the root cause is crucial.

Assisting clients requires knowledge of how different IT devices operate. If a client calls at night with a malfunctioning device, you check if the right lights are on and, if requested, restart the device or replace a part (fortunately, video calls make it possible to gather more precise information from the client).

So it's no surprise that no school diploma can encompass the breadth of knowledge required for a NOC engineer. “The field is so vast, you can’t possibly attend all the schools needed to learn it,” says the engineer, who received his initial technical education from Tallinn Polytechnic School, albeit not in any of the aforementioned fields. “I’ve held various positions, from cable installer and technician to engineer. My father worked in construction, so I’ve been somewhat familiar with it (electricity, climate, etc.) from a young age. I’ve learned a lot on the job,” he reveals.

This doesn’t mean you need decades of experience to work in the NOC. Often, young people fresh from university are quicker learners because they still have the habit of studying. “Sometimes, someone who’s worked in one field for decades doesn’t want to add five more professions,” the engineer notes. Moreover, working in the NOC is an excellent springboard for young professionals. “Here, you get a solid foundation. In the process, you might discover what interests you more. If it’s automation, you might proceed to become an automation technician/engineer,” the engineer states. Movement within the company is always an option.

Staying awake at night is the norm

Work in the NOC is organized in 12-hour shifts, from nine to nine. The day shifts involve more bustling, welcoming clients to the building, and addressing their queries and concerns. How much action happens during night shifts? “Hopefully, not much action occurs. I’ve noticed that when I start at nine in the evening, active work lasts until about one. After that, you might start making mistakes. Staying awake at night taxes the mind. It's not for nothing they say a sleepless night is like being mildly drunk,” the engineer shares.

“Around six in the morning, when no one has yet arrived, sleepiness might creep in. When the first people start arriving at seven, you step into the next room, exchange a few words, and the drowsiness disappears,” the engineer reflects. No one has actually fallen asleep on duty. “You can't fall asleep here – an alert will start sounding and wake you up!” he laughs.

Night shifts aren’t for everyone. However, as with any shift work, it does allow for more free time. A NOC engineer works two days and then has three days off.

In conclusion, although engineering work in the NOC of the Baltic's largest data center is demanding and full of challenges, it is primarily a field with great prospects, offering a comprehensive knowledge base. With data continually growing, the need for data centers is not diminishing any time soon.