Sutherland is hiring for the position of Associate Manager – Trust & Safety in Hyderabad, India. Candidates with a Bachelor’s/ Master’s degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Sutherland |
| Position | Associate Manager – Trust & Safety |
| Qualifications | Bachelor’s/ Master’s degree |
| Experience | Experienced |
| Location | Hyderabad, India |
Key Responsibilities:
- Oversee daily operations to ensure consistent achievement of SLA, productivity, and quality targets.
- Supervise, coach, and develop a team of agents while managing rosters and shift schedules.
- Monitor trends related to spam, phishing, spoofing, and abuse, and drive proactive mitigation strategies.
- Conduct incident reviews and root cause analysis (RCA) and implement corrective and preventive actions.
- Leverage Splunk to develop dashboards, monitor key performance indicators (KPIs), and generate actionable insights.
- Ensure compliance with email authentication standards, including SPF, DKIM, and DMARC, as well as applicable security protocols.
- Collaborate with cross-functional teams and multi-vendor partners to ensure seamless and efficient operations.
- Drive continuous improvement initiatives, process optimization, and automation opportunities to enhance operational efficiency.
Eligibility Criteria:
- 4+ years of experience in email operations, Trust & Safety, or Security Operations Center (SOC) environments.
- Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure.
- Hands-on experience with Splunk for monitoring, analysis, and reporting.
- Proven experience managing teams in a 24×7 operational environment.
- Strong stakeholder management, analytical, problem-solving, and decision-making skills.
About Company:
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
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