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
Role Summary:
The Subject Matter Expert (SME) – Mail Operations will serve as a technical and operational expert supporting email operations, spam/abuse mitigation, and Trust & Safety workflows. The role will be responsible for handling complex and escalated cases, providing subject matter guidance to analysts, monitoring emerging email abuse trends, and supporting operational excellence in a 24x7 environment.
Key Responsibilities:
Act as the Subject Matter Expert for email operations, spam, phishing, spoofing, abuse, and related Trust & Safety workflows.
Provide real-time guidance and support to analysts in handling complex, high-risk, and escalated email abuse cases.
Review complex cases and ensure decisions are aligned with defined policies, procedures, and security protocols.
Monitor trends related to spam, phishing, spoofing,



malware, account abuse, and other forms of email-based threats, and identify emerging patterns.
Support incident investigations, root cause analysis (RCA), and corrective/preventive actions for operational and quality issues.
Conduct regular knowledge-sharing, coaching, calibration, and refresher sessions for analysts to improve process understanding and decision accuracy.
Support Team Leaders and Operations Managers with quality, productivity, SLA, and operational performance insights.
Leverage Splunk and other relevant tools to monitor operational trends, investigate incidents, track KPIs, and generate actionable insights.
Demonstrate a solid understanding of SPF, DKIM, DMARC, SMTP, email headers, and email infrastructure to support investigations and troubleshooting.
Identify process gaps and recommend process improvements, automation opportunities, and workflow optimizations.
Support the dev

📌 Lead - SME (Email Abuse) (Hyderabad)
🏢 Sutherland
📍 Hyderabad