Network Operations Centre (NOC)
A Network Operations Centre is a centralised team that monitors and manages a charging network around the clock, resolving faults remotely before drivers are affected.
- A NOC is a centralised team of network operation specialists who monitor a charging network in real time and resolve incidents remotely.
- In a charging support structure, the NOC sits at 2nd line: it handles technical escalations from front-line agents and reacts to automated monitoring alerts.
- A NOC depends on IoT connectivity from every charger, feeding live status data into a charge point management platform.
- Operators can staff a NOC themselves or buy NOC coverage as a managed service.
An EV charging network is more than hardware. It is a complex, interconnected system that needs to be reliable around the clock. Keeping every charger online is the responsibility of a Network Operations Centre.
What is a Network Operations Centre?
A Network Operations Centre is a centralised command centre where network operation specialists monitor and manage network infrastructure. In eMobility, a NOC oversees the entire charging network, from individual charge points through to the central software platform.
The primary goal is to maximise network uptime. The team works to detect, diagnose, and resolve issues proactively, often before a driver or site owner notices a problem.
Where the NOC sits in a support structure
A NOC does not operate in isolation. It is one tier within a wider support structure, and that structure explains what a NOC does and does not handle:
- 1st line support: support agents handling calls and emails directly from EV drivers, resolving issues at the charger where possible.
- 2nd line support (the NOC): network operation specialists handling technical escalations from 1st line, or reacting to monitoring alerts, to troubleshoot and remotely fix incidents.
- 3rd line support (installer): on-site escalation to trusted installers to restore connectivity, replace components, or complete physical repairs.
The NOC is where remote resolution happens. Anything that cannot be fixed remotely is escalated to a field technician, along with the diagnostic information needed to complete the repair efficiently.
How does a NOC work?
A NOC relies on a constant flow of data from every charger, enabled by IoT connectivity. The workflow typically involves four functions:
- Proactive monitoring: automated alerting flags anomalies such as a charger going offline, a payment failure, or a communication error.
- Remote triage and diagnostics: a specialist accesses the charger's logs remotely, diagnoses the fault, and attempts to resolve it by rebooting, updating firmware, or adjusting configuration.
- Dispatch and escalation: where remote resolution is not possible, the NOC coordinates with installers and dispatches a technician.
- Technical escalation support: the NOC acts as the technical tier behind front-line agents for issues requiring deep hardware and software knowledge.
Where Spirii comes in
Spirii Connect is the platform a NOC runs on, providing live connector status, automated monitoring alerts, remote management, and session-level diagnostics. For operators who would rather not staff a NOC internally, Spirii also offers Service support, a managed service that includes 2nd line NOC coverage.
For a full comparison of running your own NOC versus outsourcing it, see our guide to choosing between an in-house and outsourced NOC.