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 robust 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 optimiz

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