Associate Manager - Trust & Safety

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

Lead daily email operations and Trust & Safety workflows in a 24x7 environment, ensuring SLA, productivity, and quality targets are met. Supervise and develop a team of agents, manage rostering, and drive proactive mitigation for spam, phishing, spoofing, and abuse. Perform incident reviews with RCA and implement corrective/preventive actions, using Splunk dashboards to track KPIs. Ensure SPF, DKIM, and DMARC compliance and collaborate with cross-functional and multi-vendor partners.

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FursaFursa
Sutherland
Sutherland
3 hours ago

Associate Manager - Trust & Safety

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead daily email operations and Trust & Safety workflows in a 24x7 environment, ensuring SLA, productivity, and quality targets are met. Supervise and develop a team of agents, manage rostering, and drive proactive mitigation for spam, phishing, spoofing, and abuse. Perform incident reviews with RCA and implement corrective/preventive actions, using Splunk dashboards to track KPIs. Ensure SPF, DKIM, and DMARC compliance 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 operations to consistently meet SLA, productivity, and quality targets.
  • •Supervise, coach, and develop a team of agents; manage rostering and shift planning.
  • •Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies.
  • •Conduct incident reviews, perform root cause analysis (RCA), and implement corrective/preventive actions.
  • •Use Splunk to build dashboards, track KPIs, and generate actionable insights while ensuring SPF/DKIM/DMARC adherence.

Key Requirements

  • •4+ years of experience in email operations, Trust & Safety, or SOC environments.
  • •Strong understanding of SMTP and email authentication standards (SPF, DKIM, DMARC).
  • •Hands-on experience with Splunk to analyze and monitor operational performance.
  • •Proven experience managing teams in a 24x7 operational setup.
  • •Strong stakeholder management, analytical, and decision-making skills.
Experience:4+ yearsEmail operationsTrust & SafetySOC
Skills:Stakeholder managementAnalytical skillsDecision-makingCoachingProcess improvement
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