mROC Operations Lead

The Tech Collective; København; On-site; DKK 60,000 - 80,000; Full time

Job summary

The Tech Collective in Copenhagen is searching for an mROC Operations Lead to design and own the operating model for their managed security service. This role involves creating ticketing workflows, a documentation framework, and implementing a quality assurance function.

The ideal candidate will have 5 to 8 years of experience in security operations, emphasizing the importance of designing processes and managing documentation effectively to support operational needs.

Qualifications

• 5 to 8 years in security operations, managed services, or IT service management.
• Personally designed a ticketing workflow in a security or operations context.
• Built a documentation or knowledge management framework.
• Run quality assurance over technical work.
• Strong product sense and comfortable translating operational needs.
• Fluency with AI tools as part of working patterns.
• Experience with ITIL v4 or equivalent.

Responsibilities

• Design ticketing operating model including workflows.
• Define and maintain documentation framework.
• Manage quality assurance function for junior engineers.
• Establish operational metrics for service improvements.

Skills

Experience in security operations

Ticketing workflow design

Documentation framework creation

Quality assurance processes

Operational metrics analysis

Fluency with AI tools

ITIL v4 or equivalent

Tools

Jira Service Management

ServiceNow

Job description

We're looking for an mROC Operations Lead to design and own the operating model behind a growing managed security service – from ticketing workflows to QA to metrics.

What You’ll Do

We're scaling our mROC (Managed Risk Operations Centre) service – a Qualys-based managed offering covering vulnerability management, attack surface management, hardening, and remediation across our client base. As the service grows, we need someone to design and stand up the operating model that allows it to scale without losing consistency: the ticketing workflows, documentation framework, and quality assurance function that sit underneath everything our engineering team does for clients. This is a build role. You'll be working alongside the engineer building our internal ticketing system, putting in place the standards, processes, and tooling layer that the rest of the team works within.

In This Role, You'll Own

• Ticketing operating model. Workflow design, state transitions, routing logic, SLA mapping, escalation paths, and reporting structures. You won't build the system itself, but you'll work closely with the engineer who is.
• Documentation framework. Define what gets documented, where it lives, how it stays current, and how the team is held to it. AI tooling is expected to do a significant share of the heavy lifting here.
• Quality assurance function. Design and run the peer review process over work delivered by junior engineers – sampling methodology, feedback loops, and trend reporting that turns findings into measurable improvement.
• Operational metrics. The measurement layer that shows whether the service is improving, not just whether it's running: SLA adherence, remediation velocity, documentation currency, and QA trend data.

What You’ll Bring

To be a great fit for this role, we’d prefer someone with 5 to 8 years in security operations, managed services, or IT service management. A background in an MSSP, internal security operations team, or managed risk function is preferred.

• 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 and can describe what changed and how it was sustained.
• 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 – ISO 20000 or ISO 27001 operational experience is considered a plus.

In short, this is not a coordinator role, an engineering role, or a pure documentation or technical writing role. We’re looking for someone to design the process. You will be the operational counterpart to the engineer who is building it. And documentation is one of three core areas, but certainly not the whole job.