Managed Service Supervisor

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

Work Location: In person