Director, Global Fraud Technology - Service Reliability & Production Engineering

Title: Director, Global Fraud Technology - Service Reliability & Production Engineering

Requisition ID: 264923
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Team

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 Service Reliability & Production Engineering 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, Canadian Banking, International Banking and Enterprise Technology teams to provide 24×7 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 Role

The Director, Global Fraud Technology – Service Reliability & Production Engineering is accountable for the operational stability, reliability, and production support of the Bank’s fraud technology portfolio. This role leads a team of 25+ professionals — spanning FTE and managed services partners across Toronto, Bogotá, Bangalore, and Chennai — 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 provides direct leadership to Senior Managers responsible for Fraud Production Engineering and Observability / Logging & Monitoring functions, and has strategic oversight of managed services partnerships, including vendor SLA governance, and operational delivery standards.

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. This includes driving the expansion of operational support coverage from current markets (Canada, Caribbean) to global fraud technology platforms across International Banking (Mexico, Peru, Chile and Uruguay)

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.

Key Accountabilities

• Develop and execute the multi-year Fraud Technology Operations strategy aligned with enterprise technology and fraud objectives, including the roadmap for expanding operational support from Canada and the Caribbean to all International Banking markets.
• 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 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.
• Drive the expansion of operational support coverage to global fraud technology platforms, defining staffing, tooling, and process requirements for new market onboarding.

Incident & Problem Management

• 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.

Site Reliability Engineering & Observability

• 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.
• Establish data pipeline and ingestion monitoring capabilities

Platform Reliability & Resilience

• 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.

Change, Release & Environment Management

• Govern operational readiness for Fraud systems and ensure enterprise change processes awareness for production releases and platform changes
• 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.

Automation & Operational Efficiency

• 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 spanning FTE and managed services resources across multiple geographies.
• 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