Network operations & uptime desk · EV charging operations
Resolve charger faults before drivers do.
OCPP fault codes pile up in an unwatched CMS queue while a connector sits Unavailable for days. Uptime bleeds until a driver complaint surfaces it.
The reality
Uptime is a dispatch problem.
The charger reports the fault the moment it happens — GroundFailure, a stuck Faulted state, a connector that never returns to Available after a session. But the alert lands in a CMS queue nobody is watching, and the EVSE bleeds uptime until a customer call or a NEVI 97% report forces someone to look.
The operator owns the fault from alert to resolution — triages the OCPP code, attempts a remote reset, dispatches the right technician with the part when remote fails, then confirms the connector is back to Available and updates the uptime record.
How the operator runs network operations & uptime desk
Station ST-0142 · Connector 2
triaging- Fault: GroundFailure received
- Remote reset attempted
- Still Faulted — escalating
01Triage the fault alert
Reads the OCPP fault code from the CMS, classifies severity, and attempts a remote reset before escalating to a truck roll.
WO-3318 · Truck roll
dispatched- Part identified — contactor
- Tech assigned to ST-0142
- On-site window confirmed
02Dispatch the technician
Opens the work order, matches the right tech and part to the fault, and schedules the truck roll to the site.
ST-0142 · Uptime record
confirming- Connector back to Available
- Test session completed
- Uptime record updated
03Confirm & log uptime
Verifies the connector returned to Available with a test session, closes the work order, and updates the uptime record.
The outcome
−65% of network-ops work off the team
Maximum charger uptime, faults resolved without delay
- Faults dispatched the moment they hit the CMS, not when a driver complains
- Remote resets cleared before a truck ever rolls
- Connectors confirmed back to Available before the ticket closes
Common questions
Network operations & uptime desk
- What does the Network operations & uptime desk operator do?
- The operator owns the fault from alert to resolution — triages the OCPP code, attempts a remote reset, dispatches the right technician with the part when remote fails, then confirms the connector is back to Available and updates the uptime record.
- What impact does the Network operations & uptime desk operator have?
- −65% of network-ops work off the team. Maximum charger uptime, faults resolved without delay
- How does the Network operations & uptime desk operator work?
- Reads the OCPP fault code from the CMS, classifies severity, and attempts a remote reset before escalating to a truck roll. Opens the work order, matches the right tech and part to the fault, and schedules the truck roll to the site. Verifies the connector returned to Available with a test session, closes the work order, and updates the uptime record.
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