Associate Manager - Account Management
Sutherland (company site, opens in a new tab)4+ yrsHyderabadOn-siteDirect career pageEst. 6–12 LPA
Posted on 2 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a team of analysts in email operations, spam/abuse mitigation, and Trust & Safety workflows within a 24x7 environment.
- Ensure operational excellence by meeting SLA, productivity, and quality targets consistently.
- Drive proactive mitigation strategies, conduct root cause analyses, and leverage Splunk for KPI tracking and actionable insights.
Minimum Requirements
- Minimum 4 years of experience in email operations, Trust & Safety, or SOC environments.
- Strong knowledge of SMTP, SPF, DKIM, DMARC, and email infrastructure.
- Hands-on experience with Splunk for dashboard creation and monitoring.
- Proven team management experience in 24x7 operational setups.
Ideal Candidate Profile
- Experienced in leading and developing teams with strong rostering and shift planning capabilities.
- Skilled in performing incident reviews, root cause analysis, and implementing corrective/preventive actions.
- Able to collaborate effectively with cross-functional teams and vendor partners to optimize processes and drive continuous improvements.