Rahul Lalji

About Rahul Lalji

I am an IT Service Delivery Leader with 16 years of experience driving operational excellence, resilience, and compliance across large-scale banking environments. I specialise in stabilising critical applications, uplifting enterprise hygiene, and building high-accountability operating models that reduce risk and strengthen customer experience.I led the Major Incident Management function until July 2024, ensuring rapid recovery, structured CXO-level communication, and disciplined governance for high-criticality, 24x7 banking platforms. I now lead the Patch & Compliance Management function, where I uplifted enterprise-wide hygiene, improved regulatory and audit readiness, and strengthened security posture across a large multi-platform estate (OS, DB, and middleware).Across both roles, I improved service outcomes, accelerated recovery, and restored leadership confidence in operational maturity through strong cross-functional collaboration with Infrastructure, Applications, SRE, Cybersecurity, and AIOps teams.Key Achievements• Improved patch compliance from ~52% to ~95% and sustained it across multiple audit and regulatory cycles• Led Major Incident Management for mission-critical systems with consistent, accurate, and timely CXO communication• Built a unified War Room & escalation framework that improved MTTR, reduced handoff delays, and improved decisioning• Strengthened proactive operations through RCA quality, repeat-incident elimination, and trend-based prevention• Enhanced reliability through automation, AIOps collaboration, and improved monitoring instrumentation• Trusted by leadership to manage high-pressure, business-critical situations with clarity, calm, and strong ownershipI believe resilient banking technology depends on disciplined operations, empowered teams, transparent communication, and a customer-first mindset.I am now seeking a global leadership role in Service Delivery, Major Incident Management, Technology Operations Governance, or Patch & Compliance Management, where I can elevate operational maturity, reduce risk exposure, and enable stable, predictable, and trusted digital banking experiences at scale.

Experience

1. HDFC Bank

   Present

Education

• Savitribai Phule Pune University

  Bachelor of Engineering - BE, Information Technology

  2006 — 2009

• Thakur Polytechnic

  Diploma, Information Technology

  2003 — 2006