Soc Analyst Ii
Uses independent judgment to assess, triage, research, resolve and escalate significant technical issues presented via monitoring, calls, emails or other methods of notification, includes using independent judgment to factor in time of event and corresponding business needsActively monitor the production environment for potential events that would cause disruption- identify and address or escalates significant events, includes independent judgment to assess impact to business for any identified event (based on when event occurs and what is going on with business)Provide level 1 and 2 support resolution for all MST technical solutions, including Macys proprietary systems (hardware, software and application functionality) based on work experience; triage, document and escalate level 3 support issues. Provides support to users for hardware, software, and application functionality specific to Macy'sDeliver technical expertise, evaluates and recommends preventative measures to Business units thru Problem Management analysisProvide education and training to the IGS Help Desk. Works with Business Unit system support teams to develop, modify, and update support documentation for the support teams including the IGS Help DeskTrain, mentor, direct and validate the work of Analyst 1, EDP and Intern associates; includes assisting with onboarding new associates
