Sutherland
Tech / AI / Software
TeamManager-MailOperations(EmailSecurity)
Neural analysis suggests this role is
optimal for mid candidates.
“Team Manager - Mail Operations (Email Security) at Sutherland. Skills: email operations, Trust & Safety, team management, Splunk. Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met. Supervise, coach, and develop a team of manage rostering and shift planning”
Industry & Context.
analytical skills; decision-making skills; root cause analysis (RCA)
24x7 environment
What They're Looking For.
Must Have
3+ years of experience in email operations / Trust & Safety / SOC environments, understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure, Hands-on experience with Splunk, Proven experience managing teams in a 24x7 operational setup, stakeholder management, analytical, and decision-making skills
What You'll Do.
Oversee daily operations
and quality targets are consistently met
and develop a team of manage rostering and shift planning
Monitor trends in spam
and drive proactive mitigation strategies
Conduct incident reviews
root cause analysis (RCA)
and implement corrective/preventive actions
Leverage Splunk to build dashboards
and generate actionable insights
Ensure adherence to email authentication standards (SPF
DMARC) and security protocols
Collaborate with cross-functional teams and multi-vendor partners for seamless operations
Drive continuous improvement initiatives
and automation opportunities
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams and multi-vendor partners for seamless operations
Full Job 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. 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
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