Ask the Expert: A Look Inside Viatel’s Network Operations Centre with Ronan Shevlin
At the core of Viatel Technology Group’s connectivity services is a dedicated team working tirelessly to keep networks running smoothly, day and night. We caught up with Ronan Shevlin, Team Lead of the Network Operations Centre (NOC), to get his insights on the team’s role, what makes Viatel’s NOC service stand out.
Ronan, how would you sum up your role at Viatel?
“In my role as NOC Team Lead, I have the privilege of leading and supporting a brilliant, multicultural team of engineers from nine different nationalities. There’s a great sense of camaraderie and team spirit, and that people-first culture is something that’s championed right from the top by our Senior Leadership Team and our fantastic People & Culture crew.
I’ve full trust in the team’s abilities. Everyone brings their own strengths to the table, and we make the most of that to ensure we’re delivering the best support to our customers and maintaining the strength of our core network. We’re part of the connectivity team, working hand in hand with our colleagues in Digital Services.
We’re the first line of defence when it comes to connectivity issues, keeping a watchful eye on our customers’ networks and our own, 24/7, 365 days a year. We use a range of platforms to monitor performance and respond quickly to any issues, often before they impact the customer.
We support everything from Wavelengths and Dedicated Internet Access to Broadband, SD-WAN, Orion, Datacentre Colocation, and voice services like SIP trunks, Voice for Teams, and 3CX. Customer engagement and quick, effective resolution are at the heart of what we do—and our customers really appreciate that. Internally too, the NOC is a central cog in the Viatel machine.”
What’s the Viatel difference?
“It’s the personal touch. The people here are what make Viatel special—not just in the NOC, but across the whole business. We’re always looking to improve, never standing still. We take the time to understand our customers and what they need.”
What kind of feedback do you hear from customers?
“Customers often tell us they value our honesty, our responsiveness, and the way we engage with them. When a query comes in, we know it matters—and we act like it matters. We’re focused on getting things sorted quickly and properly.
Even when things don’t go right, the team is quick to respond and make improvements. We genuinely care about the customer experience, and that shines through. We also really value the feedback we get—it helps us make changes that benefit everyone.”
If you would like to learn more about Viatel’s NOC service or our other solutions, get in touch today by emailing hello@viatel.com.
