Lucent's Aurora center a space-age marvel.
Fore's center provides remote management and round-the-clock support for computer networks of companies ranging from start-ups to established firms. Opened in 1996, it is part of a collection of similar Lucent service centers staffed by 600 technicians worldwide. Here it serves nearly 70 companies, including such giants as Qwest Communications International. But Fore expects to double his client list next year, largely because of the growth of networks within various industries.
The nearly 350 people who work in Aurora are divided into an outer ring of Tier I technicians who monitor customers' networks, receive initial alarms, and try preliminary solutions, but then pass the more complex problems along to a Tier II group organized to fix them.
"If they're unable to fix it, that's when we bring in the Jedi Warriors," Fore said.
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|Title Annotation:||Lucent Technologies Inc.|
|Article Type:||Brief Article|
|Date:||Nov 1, 2000|
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