mROC Operations Lead
On-siteHellerup, Region Hovedstaden, Kingdom of Denmark
Job Summary
Design and own the operating model for the mROC managed security service, establishing ticketing workflows, documentation frameworks, and quality assurance functions that enable scalable engineering delivery. Lead the design of routing logic, SLA mapping, and peer review processes while collaborating with the engineer building the internal ticketing system. Establish operational metrics to track remediation velocity and documentation currency, utilizing AI tools to automate documentation and trend reporting. This build role focuses on defining standards and tooling layers rather than direct engineering or coordination tasks.
Required Qualifications
- 5 to 8 years in security operations, managed services, or IT service management
- Personally designed (not just maintained) a ticketing workflow in a security or operations context, ideally in Jira Service Management, ServiceNow, or equivalent
- Built a documentation or knowledge management framework from a weak starting point and brought it to good
- Run QA over technical work and used the findings to drive measurable improvement in engineer output
- Strong product sense and are comfortable sitting with engineers, translating operational needs into requirements, and pushing back constructively on design choices
- Fluency with AI tools as a working pattern, not as a novelty – for example, using AI to build small automations, generate or maintain documentation, prototype workflows, or speed up reporting in previous roles
- Held engineers accountable to process without becoming the person they avoid
- ITIL v4 or equivalent process discipline
Desired Qualifications
- A background in an MSSP, internal security operations team, or managed risk function
- ISO 20000 or ISO 27001 operational experience
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