Rahul Jadhav

Duties:

• Responsible for delivering services to end users for APAC and EMEA Legal Operations team
• Coordinating closely with members across the Global Technology and Legal Product & Technology teams located in multiple locations
• Leading team who supports requests for Legal applications (iManage, Passport, Gold, etc.) and Legal operations processes (Data Loss Protection, Legal Billing Unit, Outside Counsel Processes, etc.)
• Partner with Legal Technology (Operate) and Product owners to manage application breaks and defects and conduct root cause analysis, as assigned
• Addressing general inquiries on usage and how to for covered Legal applications (iManage, Passport, Gold) and operational processes (Data Loss Protection, Legal Billing Unit, Outside Counsel processes), as escalated through Concierge ticket requests
• Problem solver for Legal users requesting help with non-Legal specific and/or firm wide support questions
• Working closely with Legal Product Management teams to develop and deliver recommended solutions to Legal users
• Developing, reviewing, and maintaining reporting documentation
• Collaborating with other JPMC reporting and analytics teams to deploy best in class reporting and analytics practice.
• Have been to Hong Kong and Singapore JPMC office in 2022 to meet various stakeholders, attorneys and created awareness of Legal Concierge Team.

• Responsible for delivering projects against agreed scope, budget, schedule & customer expectations
• Did this whilst supervising, directing & motivating teams of multi-discipline contractors & employees

Duties:

• Monitored project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance
• Escalating promptly any issues that may impact operations
• Produced stage plans, highlight reports, risk logs, requests for change etc
• Managed client expectations by ensuring delivery of highest quality service
• Acted on client feedback
• Monitored staff & team performance
• Led team of 10+ resources with 2 leaders in dynamic environment with driven focus on end user satisfaction
• Anchored knowledge transition and new process on-boarding with review from IT security, Risk, Compliance, Legal and HR perspective
• Service Enhancement/Improvement Projects and BAU managed with adherence to PMP based processes
• Extensive end user/business engagements for reviews and introduction of new IT end user technology updates and self-solve channels/practices
• Automation and Self Solve focus to drive efficiencies of scale in collaboration with engineering and operations teams
• Regular engagements with regional stakeholders/senior management and managing/influencing strategic service improvement initiatives resources as part of Global IT teams
• Utilization and Productivity tracking mechanisms for individuals and teams based on monthly scorecards/reviews
• Vendor/OEM engagements with industry best players for hardware procurement and maintenance contracts
• Investigated client feedback immediately and devised action plan to implement it
• End to end escalation management – process re-engineering, platform improvement recommendations and domain knowledge development
• Adhered to ITIL best practices including incident management, change management and problem management
• Collaborative engagements with critical teams of Risk, IT Security, Compliance, Legal and HR to review existing processes for compliance and report any breaches
• Designed career path and road map for leaders and 1st line resources including identifying training needs and project alignments

• Responsible for delivering service to end users located across globe such as U.S and UK

Duties:

• Monitored project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance
• Worked as Team Lead with team strength of 6 people
• Assisted users with their technical queries such as shared folder issues, file/folders backup and restore request using BMC and CRM tool
• Followed up on pending tickets on regular basis which included audits.
• Worked on P1/P2 tickets and following up with concerned team to get latest updates
• Followed up with end users regarding ticket which is in “Pending” status and which needs user’s attention
• Closely monitored all pending and follow up tickets to avoid SLA breach
• Single POC for ticket auditing
• Worked throughout ticket life cycle until it gets closed and once done, following up with end user and taking feedback of issue/request which was handed by SD team.

• Responsible for delivering service to end users located across globe such as U.S/UK/EMEA

Duties:

• Managed team of 10 people onsite plus offshore
• Migrated file servers and application servers to Piscataway data center as requested by client using VMware cloud
• Created replica servers and performed testing and once done did actual cut over on servers
• Worked on tickets related to access request, shared drive issues, printer issue
• Worked on tickets-based AD issues, security group modification, shared folder access, handling SLA for every ticket
• Led project by having weekly meetings with client
• Presented senior management review meeting every month which includes overall efforts and progress made by team
• Worked on Azure project which includes implementation of user’s data over Azure cloud
• Managed infrastructure by monitoring data
• Assembled and coordinated internal and external teams to gain consensus on deliverables from each team
• Collaboratively adapted existing and developed new project plans, processes and communication standards

• Responsible for delivering service to clients located onsite

Duties:

• Worked as onsite engineer at client end
• Worked on Azure cloud backup, automatic storage management, offline backup workflow in Azure backup
• Worked on Azure project which includes implementation of user’s data over Azure cloud
• Prepared various client reports before EOD of shift and handing over to next person
• Maintained daily records of issues solved and submitted weekly reports to reporting manager and onsite client
• Managed two onshore client: Apollo and AION by providing technical support
• Worked on regular local IT issues which included managing Office 365 server as all users were on that platform
• Worked on issues such as low disk space on network drive, VC setup, configuring outlook, troubleshooting on Avaya phones, OS related issues, increasing space on VM as and when required
• During BCP, deleted user’s data and recovered from Azure cloud
• Day to Day coordination with user, vendors and other IT teams
• Created and managed plan for moving technical solutions to final Business Sign off
• Assembled and coordinated internal and external teams to gain consensus on deliverables from each team
• Collaboratively adapted existing and develop new project plans, processes and communication standards for operations teams
• Managed formulation and ongoing tracking of each project
• Proactively managed changes in project scope, identify potential crises and devise contingency plans
• Owned communication and execution of solution handover to Business, service delivery, technology and other team members at designated milestones
• Developed and delivered progress reports, requirements documentation and presentations.

• Responsible for delivering service to end users located across globe such as Philippines/EMEA/NY

Duties:

• Support included technical help-desk leading team of 8 agents
• Monitored day to day calls by providing support to Tesoro client located in NY
• Prepared monthly reports with top 3 issues occurred during current month by sharing it with stakeholders and internal parties
• Transitioned and handover project to team based out in Manila
• Acted as individual contributor by providing support to Chevron client by working on BMC remedy ticketing tool V7.6
• Solely handled 2 regions (APAC/EMEA) during initial stage
• Formed team of 4 agents which then was expanded to 10 during transition phase
• Project included working on various platforms such as VmWare, AD, Bladelogic, Empirix tool

Duties:

• Worked as help-desk engineer at client end with team strength of 45 people assisting internal users located in different regions such as Asia Pacific including Japan, Europe, Americas, Middle East and Africa
• Did troubleshooting on various issues such as account unlocks, mapping network drives, creating new profile for new joiners, outlook crash, internet explorer browsing issues etc.