Managed Service Supervisor

This role involves managing day-to-day operations for a managed service supporting A2P SMS and Voice firewall and messaging traffic 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 without fraud.

Key Responsibilities

SMS Firewall (SFW) Management
Administer the SMS SS7 Firewall platform, managing fraud rules and 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 end-to-end process for Sender ID onboarding and whitelisting requests.

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

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
Serve as the primary operational contact for the Mobile Network Operator (MNO) regarding 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 while keeping the client informed. Prepare and present monthly or quarterly service reviews covering traffic trends, fraud cases, SLA/KPI performance, and recommendations for improvement. 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 teams and clients. Develop and maintain Standard Operating Procedures (SOPs) for the Firewall Managed Service Runbook, covering 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, including troubleshooting firewall and routing issues, escalations, and pricing queries 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 while keeping 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 AIT or SIM bypass. Strong skills in Excel; database skills are a plus. Ability to produce clear operational documentation and reports. Detail-oriented and comfortable working independently on recurring operational tasks.

No preferred qualifications or benefits were specified for this role.