Sutherland

Associate Manager - Account Management

Sutherland  •  Hyderabad, IN (Onsite)  •  6 hours ago
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Job 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!

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
Sutherland

About Sutherland

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they’re our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering services – the foundation that powers rapid innovation and scalable business transformation.

We’ve created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as-a-service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don’t just enable change — we engineer digital outcomes.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Pittsford (Rochester), NY
Year Founded
1986
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