Managed Service Supervisor

This role involves managing the daily operations of a managed service that supports A2P SMS and Voice firewall and messaging traffic for an international telecom operator. The primary focus is on fraud detection, firewall administration, traffic monitoring, and maintaining operational documentation to ensure secure and reliable message delivery without fraud.

Key Responsibilities

SMS Firewall Management
Administer the SMS SS7 Firewall platform by managing fraud rules and effectively filtering traffic. Maintain and audit Sender ID whitelists across local, international, and operator-internal categories, including large-scale merges and classification of entries. Oversee the complete process for Sender ID onboarding and whitelisting requests.

Fraud Detection & Traffic Monitoring
Monitor SMS traffic volumes daily and weekly across multiple aggregators to identify anomalies. Conduct Artificially Inflated Traffic (AIT) fraud analysis on large SMS datasets, detecting fraud signals by brand and pattern. Manage penetration testing programs targeting top consumer and OTP-sending applications, tracking delivery rates through rotating test cycles. Investigate complaints, perform root-cause analysis, and escalate issues to relevant brands or vendors as necessary.

Network Operations
Analyze SS7 logs using network monitoring tools to resolve subscriber complaints and routing issues. Coordinate SMPP bind troubleshooting and schedule maintenance windows with aggregator and vendor technical teams. Support firewall and routing infrastructure migrations and configuration changes.

Client / MNO Management
Act as the primary operational contact for the Mobile Network Operator (MNO) regarding all firewall managed service matters. Lead weekly service calls with the client, preparing agendas, presenting traffic and fraud status updates, reviewing open actions, and issuing minutes with follow-ups. Track client requests, tickets, and change requests through to resolution within agreed timelines, providing regular progress updates. Prepare and deliver monthly and quarterly service reviews covering traffic trends, fraud cases, SLA/KPI performance, and improvement recommendations. Manage escalations during incidents and active fraud events, ensuring clear and timely communication. Maintain a shared action and issue log with the client to document and track commitments.

Reporting & Documentation
Review and trace penetration testing results, coordinating findings with the Operations team. Produce weekly reports for upper management summarizing traffic, fraud, and operational status. Generate recurring traffic and fraud analysis reports for internal and client use. Develop and maintain Standard Operating Procedures (SOPs) for the Firewall Managed Service Runbook, including fraud detection, whitelisting, escalation procedures, and reporting. Draft operational and customer-facing communications such as fraud notices, escalation emails, and service updates. Collaborate with the Business Intelligence team to define and implement reports and alerts.

Team Support
Provide technical assistance to the Operations team on troubleshooting, firewall and routing questions, escalations, and pricing related to SMS. Liaise with the internal Engineering team on firewall configurations, rule changes, integrations, and platform issues requiring deeper technical investigation. Coordinate with vendor support teams for firewall and monitoring platforms by raising and tracking support tickets, following up on bugs and feature requests, and managing patches, upgrades, and maintenance windows. Escalate unresolved platform issues through appropriate channels and track them to resolution, keeping all stakeholders informed.

Required Qualifications
Experience in telecom messaging operations, SMS firewall management, or network operations. Working knowledge of SMPP and SS7 fundamentals. Experience with fraud detection techniques for Voice and SMS, such as Artificially Inflated Traffic (AIT) or SIM bypass. Strong proficiency in Excel; database skills are a plus. Ability to produce clear operational documentation and reports. Detail-oriented with the capability to work independently on recurring operational tasks.

Work Location
This position requires in-person attendance.