Director, Global Fraud Technology- Support and Operations

Scotiabank•Toronto, ON

2d•Hybrid

About The Position

The Global Fraud Technology team develops and manages enterprise fraud capabilities that protect Scotiabank, its customers, and its employees across all channels and products. The Fraud Technology Operations organization is responsible for ensuring the reliability, stability, availability, and operational excellence of the Bank’s fraud technology ecosystem. We partner closely with Fraud Operations, Fraud Strategy, Enterprise Operations, Infrastructure Services, Cyber Security, Payments Technology, Digital Banking, and Enterprise Technology teams to provide 24x7 operational support, incident management, service reliability, platform monitoring, production governance, and operational readiness across fraud technology platforms. Our mission is to ensure fraud technology capabilities remain resilient, secure, highly available, and capable of supporting the Bank’s global operations and customer protection objectives. The Director, Global Fraud Technology – L2/L3 Support & Operations is accountable for the operational stability, reliability, and production support of the Bank’s fraud technology portfolio. This role leads teams responsible for application support, production operations, site reliability engineering, observability, incident management, problem management, operational governance, environment management, release readiness, and service continuity. The Director is responsible for establishing operational excellence practices that ensure fraud technology services consistently meet availability, performance, resilience, and supportability objectives while minimizing operational risk. The role works closely with technology, infrastructure, security, and business leaders to ensure production environments operate effectively and that operational risks are proactively identified and mitigated.

Requirements

10+ years of progressive technology leadership experience supporting enterprise applications and platforms.
5+ years of experience leading production support, application operations, SRE, infrastructure operations, or enterprise service management teams.
5+ years of leadership experience managing managers and multidisciplinary operational teams.
Deep expertise in IT Service Management (ITSM), incident management, problem management, change management, and operational governance.
Experience supporting mission-critical, high-availability platforms operating in 24x7 production environments.
Strong understanding of cloud platforms, preferably Google Cloud Platform (GCP) and Azure.
Experience implementing monitoring, observability, automation, and reliability engineering capabilities.
Experience managing operational risk, disaster recovery, business continuity, and resiliency programs.
Strong executive communication, stakeholder management, and crisis management skills.
Experience operating within highly regulated financial services environments.

Nice To Haves

Experience supporting fraud, payments, financial crime, risk, or customer protection platforms.
Experience with Site Reliability Engineering (SRE), DevOps, DevSecOps, and platform engineering operating models.
Knowledge of observability platforms such as Splunk, Dynatrace, or equivalent technologies.
Experience managing global support organizations operating across multiple regions and time zones.
Understanding of regulatory operational resilience expectations and technology risk management frameworks.
Experience leading large-scale operational transformation initiatives.

Responsibilities

Develop and execute the multi-year Fraud Technology Operations strategy aligned with enterprise technology and fraud objectives.
Establish operational excellence frameworks, support models, reliability targets, and service management standards across the fraud technology portfolio.
Define the future-state operating model for production support, service reliability, observability, and operational governance.
Partner with business and technology stakeholders to improve service quality, resilience, and operational effectiveness.
Drive continuous improvement initiatives focused on automation, operational maturity, and service reliability.
Lead strategic vendor relationships supporting operational and monitoring capabilities.
Lead global L2 and L3 support teams responsible for fraud technology platforms operating across multiple geographies and time zones.
Establish support processes that ensure timely investigation, resolution, escalation, and communication of production issues.
Ensure critical fraud systems maintain agreed-upon availability and performance objectives.
Drive operational readiness reviews and support transitions for new projects and platform releases.
Establish strong partnerships with enterprise operations, infrastructure, and business support teams.
Own major incident management processes for fraud technology services.
Lead coordinated responses to critical production incidents impacting fraud detection, fraud response, customer protection, or operational capabilities.
Establish root cause analysis and problem management disciplines to reduce recurring issues.
Drive post-incident reviews and operational improvement initiatives.
Ensure incident communications, escalation procedures, and executive reporting processes are effective and timely.
Lead adoption of Site Reliability Engineering (SRE) principles across fraud technology platforms.
Establish reliability engineering practices, operational metrics, and service-level objectives.
Drive implementation of monitoring, observability, alerting, logging, and performance management capabilities.
Improve proactive detection of operational issues through automation and intelligent monitoring.
Develop operational dashboards and service health reporting for technical and business stakeholders.
Ensure fraud technology services are designed and operated for high availability, resilience, and recoverability.
Establish operational controls supporting business continuity, disaster recovery, and resiliency requirements.
Partner with architecture, engineering, and infrastructure teams to improve platform reliability.
Drive capacity planning, performance optimization, and infrastructure readiness activities.
Identify operational risks and ensure mitigation strategies are implemented.
Govern operational readiness processes for production releases and platform changes.
Establish controls supporting safe and reliable software deployments.
Ensure development, testing, staging, and production environments are effectively managed.
Partner with engineering teams to improve deployment automation and release quality.
Reduce operational risk associated with technology changes.
Ensure operational processes align with the Bank’s risk appetite, regulatory obligations, and technology governance frameworks.
Maintain effective controls supporting audit, compliance, and regulatory requirements.
Partner with Risk Management, Compliance, Audit, and Security teams to strengthen operational governance.
Ensure operational procedures, runbooks, support documentation, and recovery plans remain current and effective.
Establish measurable operational controls and service performance indicators.
Drive automation initiatives that improve support effectiveness and reduce manual operational activities.
Implement self-healing capabilities, automated remediation processes, and intelligent operational tooling.
Improve operational productivity through standardized processes and platform automation.
Establish DataOps, DevOps, and SRE practices that improve operational efficiency and service quality.
Reduce operational toil and increase engineering productivity.
Build, lead, and develop high-performing operational support, SRE, platform engineering, and reliability teams.
Foster a culture of accountability, operational excellence, continuous improvement, and customer focus.
Coach and mentor managers, senior engineers, and technical leaders.
Develop succession plans and long-term talent strategies for critical operational leadership roles.
Champion Agile, DevOps, SRE, and continuous improvement methodologies.
Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Actively pursues effective and efficient operations in accordance with Scotiabank’s Values, Code of Conduct, and Global Sales Principles while ensuring the adequacy, adherence to, and effectiveness of business controls relating to operational, compliance, AML/ATF/sanctions, conduct, cyber, and technology risk.