Sutherland: Lead - SME (Email Abuse) — Hyderabad, //TS, India

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Lead - SME (Email Abuse) in Hyderabad, //TS, India, under reference REF46503Y. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 2 September 2026
• Brands: Sutherland

Responsibilities and work described

• 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
• Act as the Subject Matter Expert for email operations, spam, phishing, spoofing, abuse, and related Trust & Safety workflows
• Delivery: 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
• Monitoring: 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
• Research / execution: 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 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 development and maintenance of SOPs, process documentation, knowledge articles, and troubleshooting guides
• Participate in calibration sessions and quality reviews to drive consistency and accuracy across the team
• Partner with cross-functional teams, including Trust & Safety, Security, Engineering, Product, Quality, and Operations, to resolve complex issues and improve workflows
• Support: new-hire training, nesting, upskilling, and ongoing capability-building for the operations team

Essential requirements and candidate background

• 4+ years of experience in email operations, Trust & Safety, email security, SOC, cybersecurity operations, or a related domain
• Understanding: SMTP, SPF, DKIM, DMARC, email headers, DNS, and email infrastructure
• Experience: Splunk, including dashboard usage, log analysis, monitoring, and investigation
• Knowledge: spam, phishing, spoofing, malicious emails, email abuse, and threat vectors
• Demonstrated experience handling complex investigations, escalations, and incident analysis
• Analytical and problem-solving skills with the ability to identify patterns and determine appropriate actions
• Experience conducting RCA, trend analysis, quality reviews, and process improvement initiatives
• Communication and stakeholder-management skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Work independently, make sound decisions, and provide real-time operational guidance in a fast-paced environment

Preferred experience and additional strengths

• Experience working in a 24x7 operational setup is preferred
• Experience: email security, cybersecurity, Trust & Safety, or abuse prevention
• Knowledge: SIEM tools, threat intelligence, log analysis, and security monitoring
• Familiarity: automation, scripting, or data-analysis tools
• Experience working with large-scale email platforms or cloud-based email environments
• Relevant certifications in cybersecurity, email security, or cloud technologies would be an advantage

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Hyderabad, //TS, India

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead - SME (Email Abuse) vacancy is not an offer for reference REF46503Y; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF46503Y.

Compare your qualifications and experience with the essential conditions for the Hyderabad, //TS, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: process improvement

For process-improvement work, explain the starting problem and the evidence that guided the change. Describe what you altered, how the result was checked and whether the improvement was sustained.

Relevant skills

• process improvement
• maintenance
• training
• incident response
• root-cause analysis
• problem resolution
• cybersecurity
• stakeholder management
• communication
• security operations