Associate Manager - Account Management

Sutherland Global; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Sutherland Global in Hyderabad, India, seeks an experienced leader to head a team of analysts responsible for email operations, spam/abuse mitigation, and Trust & Safety workflows in a 24x7 environment.

You will oversee daily operations, coach a team, monitor trends, conduct RCA, and partner with cross-functional teams and vendors to maintain high SLA and security standards.

A strong background in email infrastructure (SMTP, SPF, DKIM, DMARC) and hands-on Splunk usage are essential.

Qualifications

• 4+ years in email ops / Trust & Safety / SOC environments.
• Solid understanding of SMTP, SPF, DKIM, DMARC.
• Hands-on Splunk experience and analytics mindset.
• Experience leading teams in 24x7 operations.

Responsibilities

• Oversee daily email operations ensuring SLA, productivity, and quality.
• Supervise and develop a team of agents; manage rostering and shifts.
• Monitor spam/phishing trends; drive proactive mitigations.
• Lead incident reviews, RCA, and corrective actions.
• Use Splunk to build dashboards, track KPIs and insights.
• Ensure adherence to SPF, DKIM, DMARC and security protocols.
• Collaborate with cross-functional teams and partners.
• Drive continuous improvement and automation opportunities.

Skills

Team leadership

Email operations

Trust & Safety

SLA & KPI management

Tools

Splunk

Job description

Company Description:

At Sutherland we are a group of energetic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description:

Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.

Key Responsibilities:

• Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met
• 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, root cause analysis (RCA), and implement corrective/preventive actions
• Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
• Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols
• Collaborate with cross-functional teams and multi-vendor partners for seamless operations
• Drive continuous improvement initiatives, process optimization, and automation opportunities.

Qualifications:

• 4+ years of experience in email operations / Trust & Safety / SOC environments
• Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
• Hands-on experience with Splunk
• Proven experience managing teams in a 24x7 operational setup
• Strong stakeholder management, analytical, and decision-making skills