mROC Operations Lead

Job summary

The mROC Operations Lead is responsible for designing and implementing the operating model for a managed security service, focusing on ticketing workflows, documentation, quality assurance, and operational metrics. This role is crucial for scaling the Managed Risk Operations Centre (mROC) service while maintaining consistency and efficiency.

Qualifications

• 5 to 8 years of experience in security operations, managed services, or IT service management.
• Experience in a Managed Security Service Provider (MSSP), internal security operations, or managed risk functions is preferred.
• Proven experience in designing ticketing workflows in a security or operations context, ideally using Jira Service Management or ServiceNow.
• Experience in building and sustaining documentation or knowledge management frameworks.
• Experience in running quality assurance processes over technical work and using findings for improvement.
• Strong product sense and ability to translate operational needs into requirements.
• Familiarity with AI tools for automation and documentation management.
• Ability to hold engineers accountable to processes while maintaining positive relationships.
• ITIL v4 or equivalent process discipline; ISO 20000 or ISO 27001 experience is a plus.

Responsibilities

• Design the ticketing operating model, including workflow design, routing logic, SLA mapping, and reporting structures.
• Define and maintain the documentation framework, ensuring it remains current and relevant.
• Develop and manage the quality assurance function, including peer review processes and trend reporting.
• Establish operational metrics to measure service improvement and adherence to SLAs.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with engineering teams.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with ticketing systems such as Jira Service Management or ServiceNow.
• Experience with AI tools for operational efficiency.