Marlon Lascano

Associate's

PROGRESSIVE

IT Incident Management Analyst

• Monitors health of multiple applications and respective infrastructure for any critical issues that disrupt the customer experience. • Assigns Remedy artifacts to team for investigation and remediation. • Conducts in-depth incident analysis using Splunk & AppDynamics dashboards to determine customer impact, potential root causes and recommendations for future incident prevention. • Creates documentation for tasks performed and knowledge used for incident remediation. • Coordinates implementation, training and understanding of Remedy tool with fellow Property IT teams. • Submits JIRA tickets to the business sector for escalation and remediation. • Involved as a tester in mock Disaster Recovery event, gathering information as needed from Splunk & AppDynamics dashboards.