Managed Service Supervisor

This role is responsible for managing the day-to-day operations of a managed service supporting A2P SMS and Voice firewall systems for an international telecom operator. The position focuses on fraud detection, firewall administration, traffic monitoring, and maintaining operational documentation to ensure secure and reliable message delivery. The role requires close collaboration with clients, vendors, and internal teams to maintain service quality and address any issues promptly.

Key Responsibilities

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

Fraud Detection & Traffic Monitoring
Monitor daily and weekly SMS traffic volumes 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 on 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 needed.

Network Operations
Analyze SS7 logs using network monitoring tools to investigate 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
Serve as the primary operational contact for the Mobile Network Operator (MNO) on all firewall managed service matters. Lead weekly service calls by preparing agendas, presenting traffic and fraud status, reviewing open actions, and issuing minutes with follow-ups. Track client requests, tickets, and change requests to closure within agreed timelines, providing regular updates. Prepare and present 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 deliver agreed commitments.

Reporting & Documentation
Review and trace penetration testing results on the firewall, 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 customer use. Develop and maintain Standard Operating Procedure (SOP) documentation 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 with troubleshooting, firewall and routing questions, escalations, and pricing related to SMS. Liaise with internal Engineering teams on firewall configuration, 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 stakeholders informed.

Required Qualifications
Experience in telecom messaging operations, SMS firewall management, or network operations. Working knowledge of SMPP and SS7 fundamentals. Proven experience in fraud detection for Voice and SMS, including AIT and SIM bypass or similar techniques. Strong skills in Excel; database skills are a plus. Ability to produce clear operational documentation and reports. Detail-oriented with the ability to work independently on recurring operational tasks.

No preferred qualifications or benefits were specified for this role.