In the ever-evolving landscape of IT operations, the need for precise, real-time coordination is more critical than ever. Yet, many network engineers and IT professionals still rely on informal tools like WhatsApp and social media to manage crises and routine operations. These tools, while effective in certain situations, lack the formalization necessary to ensure consistent, reliable outcomes.
The analogy between IT operations and air traffic control (ATC) offers a compelling framework for improving how we manage networks. Just as ATC ensures the safety and efficiency of flights, a formalized Network Traffic Controller (NTC) could bring order and safety to IT operations, reducing the risk of outages and improving response times during crises.
The "Clownstrike" incident of 2024, triggered by the Falcon Agent from Crowdstrike causing Blue Screen of Death (BSOD) errors on Windows machines, is a prime example of how informal communication tools can both save the day and expose the shortcomings of an unstructured approach. During this massive outage, WhatsApp on mobile phones became the lifeline for IT teams, enabling them to coordinate a response when other communication channels were down.
However, the success of this ad-hoc solution also highlighted the risks of relying on informal, unstructured tools. The lack of a formalized communication protocol meant that critical information could easily be missed or miscommunicated, exacerbating the crisis.
One of the reasons CTOs and other decision-makers have been slow to formalize the use of tools like WhatsApp is a generational bias. Thereâs a perception that these tools belong to a younger, less mature generation, and that traditional communication methodsâlike landline phonesâare inherently more reliable and professional.
However, in todayâs fast-paced IT environment, landlines are outdated. They belong in call centers, not Network Operations Centers (NOCs). Social tools like WhatsApp, Twitter, and other messaging platforms are not just for casual communication; they are business-critical tools that can vastly improve coordination, speed up response times, and ultimately save the day during an outage.
Network Traffic Control | A New Approach
To bring the benefits of these tools into the realm of formal IT operations, I propose the creation of a Network Traffic Controller (NTC) role within IT organizations. Modeled after air traffic control, the NTC would be responsible for managing all communications and coordination during network operations, from routine maintenance to crisis response.
What Air Traffic Control Can Teach Us
Air traffic control is a highly formalized service that directs aircraft on the ground and through controlled airspace. Its primary purpose is to prevent collisions, organize and expedite the flow of traffic, and provide critical information to pilots. Communication in ATC is highly structured, with clear protocols and redundancies to ensure safety and efficiency.
By adopting a similar approach in IT operations, we can introduce a level of safety and reliability that is currently lacking. The NTC would enforce strict communication protocols, ensuring that all changes to the networkâwhether planned or in response to an emergencyâare carefully coordinated and documented.
Imagine a WhatsApp group named NTC, where all network engineers, NOC members, and even the CTO are participants. Every interaction with the network, from routine maintenance to emergency fixes, would pass through this channel. This formalized structure would ensure that:
All actions are logged and transparent: Every message, photo, or video shared in the group serves as a record of whatâs happening in real-time.
Redundant communication channels: WhatsAppâs mobile-based communication is resilient, with coverage across multiple operators and networks, providing a reliable backup when other systems fail.
Immediate feedback and collaboration: Unlike traditional landlines, which limit communication to one-on-one interactions, a WhatsApp group allows multiple engineers to collaborate and solve problems collectively.
Visual verification: Engineers can share photos or videos directly from the field, providing instant visual confirmation of issues or completed work.
This approach mirrors how air traffic controllers manage the skies, ensuring that all actions are coordinated, transparent, and safe.
Introducing Safety Protocols in Network Operations
One of the greatest risks in network operations is human error, particularly during maintenance or when responding to a failure. For example, in a fiber network configured with fault-tolerant rings, a common scenario is that a network engineer accidentally disconnects the operational path while trying to fix a failed one, leading to a complete network blackout.
By adopting a formal NTC system, such risks can be mitigated. Every action would be pre-approved and closely monitored, with multiple engineers available to provide input and catch potential mistakes before they happen.
Beyond WhatsApp, other social media tools like Twitter can serve as a âradarâ for IT operations, providing real-time feedback on customer experience. A decade ago, while working at iBurst, I proposed using Twitter to monitor customer feedback in real-time, but the idea was dismissed as too riskyâmanagement feared public complaints more than they valued the insights such complaints could provide.
Today, itâs clear that social media is an invaluable tool for gauging customer satisfaction and identifying issues that may not be visible through traditional monitoring systems. By integrating social media monitoring into the NTCâs responsibilities, IT teams can gain a real-time understanding of how network issues affect end users, allowing for faster and more targeted responses.
Wrap | Embrace the Future of IT Operations
The future of IT operations lies in embracing modern communication tools and formalizing their use within a structured, reliable framework. By creating a Network Traffic Controller role and adopting tools like WhatsApp and Twitter for formal communication and monitoring, IT organizations can improve safety, efficiency, and responsiveness.
In an industry where minutes can mean millions, and where the slightest mistake can lead to a major outage, the time has come to treat these âinformalâ tools as the business-critical assets they are. Just as air traffic controllers keep our skies safe, a Network Traffic Controller can keep our networks running smoothly, ensuring that the next âClownstrikeâ incident is managed with the precision and coordination it demands.
Ronald Bartels ensures that Internet inhabiting things are connected reliably online at Fusion Broadband South Africa - the leading specialized SD-WAN provider in South Africa. Learn more about the best SD-WAN provider in the world! đ Contact Fusion
