Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
*For Pooling Purposes*
Role Summary:
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:
Required Skills & Qualifications:
- 3+ 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.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
