Managed Service Supervisor

King Revolution is seeking a dedicated Managed Service Supervisor to oversee and support the day-to-day managed service operations for an international telecom operator account, focusing primarily on A2P SMS and Voice firewall and messaging traffic. This role requires deep involvement in fraud detection, SMS firewall administration, traffic monitoring, and maintaining comprehensive operational documentation to ensure reliable and fraud-free message delivery. The successful candidate will work closely with multiple stakeholders to manage firewall rules, fraud signals, and client communication to uphold service quality and operational efficiency. The Managed Service Supervisor does not currently manage a team but plays a critical role in supporting a range of operational activities. The position requires at least six years of experience in telecom messaging operations or related fields, expertise in SMPP and SS7 protocols, and a strong aptitude for detailed fraud analysis and network troubleshooting. This position demands excellent organizational skills, strong technical proficiency, and the ability to independently handle complex, recurring tasks while delivering meticulous, data-driven reports and documentation.
Responsibilities

This role is responsible for the day-to-day managed service operations supporting A2P SMS/Voice firewall and messaging traffic on behalf of an international telecom operator account. It covers fraud detection, Firewall (FW) administration, traffic monitoring, and operational documentation to ensure reliable, fraud-free delivery.

Key Responsibilities

SMS Firewall (SFW) Management

• Administer the SMS SS7 Firewall platform for fraud rule management and traffic filtering
• Maintain and audit Sender ID whitelists (local, international, and operator-internal categories), including large-scale merges and classification of entries
• Manage Sender ID onboarding and whitelisting requests process end-to-end

Fraud Detection & Traffic Monitoring

• Monitor daily/weekly SMS traffic volumes across multiple aggregators and identify anomalies
• Conduct AIT (Artificially Inflated Traffic) fraud analysis on large SMS datasets, identifying fraud signals by brand and pattern
• Manage Penetration Testing programs across a defined set of top consumer/OTP-sending apps, tracking delivery rates over rotating test cycles
• Investigate and respond to complaints, including root-cause analysis and escalation to relevant brands/vendors

Network Operations

• Analyze SS7 logs (via network monitoring tools) to investigate subscriber complaints and routing issues
• Coordinate SMPP bind troubleshooting and maintenance windows with aggregator/vendor technical teams
• Support migration and configuration changes for firewall and routing infrastructure

Client / MNO Management

• Act as the day-to-day operational point of contact for the customer (MNO) on all firewall managed service matters
• Run the weekly service call with the client: prepare the agenda, present traffic and fraud status, walk through open actions, and issue minutes and follow-ups
• Track client requests, tickets, and change requests through to closure within agreed timelines, keeping the client updated on progress
• Prepare and present periodic service reviews (monthly/quarterly) covering traffic trends, fraud cases detected and blocked, SLA/KPI performance, and improvement recommendations
• Manage escalations to and from the client, ensuring clear and timely communication during incidents and active fraud events
• Maintain a shared action and issue log with the client so agreed commitments are documented and delivered

Reporting & Documentation

• Check and trace penetration testing results on the firewall, coordinating with the Operations team on findings
• Manage Weekly Report for upper management, summarizing traffic, fraud, and operational status
• Produce recurring traffic and fraud analysis reports for internal and customer use
• Build and maintain SOP documentation for the Firewall Managed Service Runbook (fraud detection, whitelisting, escalation procedures, reporting)
• Draft operational and customer-facing communications (fraud notices, escalation emails, service updates)
• Work with BI team to define & implement Reports & Alerts

Team Support

• Provide technical assistance to the Operations team as needed (troubleshooting, firewall/routing questions, escalations, routing, pricing, everything related with SMS)
• Liaise with the internal Engineering team on firewall configuration, rule changes, integrations, and platform issues requiring deeper technical investigation
• Liaise with vendor support teams (firewall and monitoring platform vendors): raise and track support tickets, follow up on bugs and feature requests, and coordinate patches, upgrades, and maintenance windows
• Escalate unresolved platform issues through the appropriate engineering or vendor channel and track them to resolution, keeping stakeholders informed

Requirements

• Experience in telecom messaging operations, SMS firewall management, or network operations
• Working knowledge of SMPP and SS7 fundamentals
• Experience with fraud detection for Voice and SMS (AiT, SIM bypass, or similar)
• Strong Excel skills, DB skills bonus
• Ability to produce clear operational documentation and reports
• Detail-oriented, comfortable working independently on recurring operational tasks