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 critical in scaling the Managed Risk Operations Centre service while maintaining consistency and quality.

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 team, or managed risk function is preferred.
• Proven experience in designing ticketing workflows in a security or operations context, preferably using Jira Service Management or ServiceNow.
• Experience in building and sustaining a documentation or knowledge management framework.
• Background in running quality assurance processes over technical work and using findings for measurable improvements.
• Strong product sense and ability to translate operational needs into requirements while collaborating with engineers.
• Familiarity with AI tools for automations, documentation maintenance, and reporting.
• Ability to hold engineers accountable to processes in a constructive manner.
• ITIL v4 or equivalent process discipline; ISO 20000 or ISO 27001 experience is a plus.

Responsibilities

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

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Proficiency in using AI tools for operational efficiency.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Jira Service Management, ServiceNow, AI tools for automation and documentation.