Associate Manager - Account Management

Sutherland
Hyderabad
Workplace: OnsiteFull timeFunction: CybersecurityExperience: 4+ yearsSkills: ["Leadership","Coaching","Stakeholder management","Analytical thinking","Decision-making"]

Lead a team of analysts to manage email operations in a 24x7 Trust & Safety environment. Own SLA, productivity, and quality targets, supervise and develop agents, and drive incident reviews with RCA and corrective actions. Detect trends in spam, phishing, spoofing, and abuse to implement proactive mitigation. Build dashboards and track KPIs in Splunk, ensure SPF/DKIM/DMARC adherence, and collaborate with cross-functional and multi-vendor partners.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
3 days ago

Associate Manager - Account Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a team of analysts to manage email operations in a 24x7 Trust & Safety environment. Own SLA, productivity, and quality targets, supervise and develop agents, and drive incident reviews with RCA and corrective actions. Detect trends in spam, phishing, spoofing, and abuse to implement proactive mitigation. Build dashboards and track KPIs in Splunk, ensure SPF/DKIM/DMARC adherence, and collaborate with cross-functional and multi-vendor partners.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Cybersecurity
Seniority: Manager level

Key Responsibilities

  • •Oversee daily email operations to meet SLA, productivity, and quality targets in a 24x7 environment.
  • •Supervise, coach, and develop a team of agents; manage rostering and shift planning.
  • •Monitor trends in spam, phishing, spoofing, and abuse, and drive proactive mitigation strategies.
  • •Conduct incident reviews, perform root cause analysis, and implement corrective and preventive actions.
  • •Ensure adherence to SPF, DKIM, DMARC, and security protocols while collaborating with cross-functional and multi-vendor partners to improve operations.

Key Requirements

  • •4+ years of experience in email operations, Trust & Safety, or SOC environments.
  • •Strong understanding of SMTP and email authentication standards including SPF, DKIM, and DMARC.
  • •Hands-on experience with Splunk for building dashboards and tracking KPIs.
  • •Proven experience managing teams in a 24x7 operational setup.
  • •Strong stakeholder management, analytical, and decision-making skills.
Experience:4+ yearsEmail operationsTrust & SafetySOC
Skills:LeadershipCoachingStakeholder managementAnalytical thinkingDecision-making
Languages:English
Tech Stack:SplunkSMTPSPFDKIMDMARC

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor