IT Service Operation and Automation Engineer - London
New Today
Team Introduction
:The EMEA IT Service Operations team at TikTok are responsible for managing the IT and AV infrastructure across our offices, ensuring a seamless, secure, and efficient technology experience for end users. We’re seeking a high-impact, outcome-driven Infrastructure & Automation engineer to drive operational excellence across our EMEA IT estate. This is a strategic individual contributor role ideal for someone with deep technical capability, relentless curiosity, and the maturity to influence cross-regionally — even without direct line management. You’ll own the stability, scalability, and automation of our infrastructure and toolsets across 30+ offices and thousands of endpoints. This is an internal mobility opportunity to step into a more visible, EMEA-wide role with broad stakeholder exposure and tangible influence over the way ByeDance delivers enterprise IT. Responsibilities: Infrastructure Operations - Support operational resilience, performance tuning, and documentation of enterprise infrastructure across EMEA sites — including LAN/WAN, wireless, server rooms, data centres, and AV systems — to ensure availability, efficiency, and audit readiness. - Own the regional DR/BCP programme, ensuring all environments are fully documented, periodically tested, and aligned with global risk management and recovery standards. - Act as a key architect and change leader across infrastructure programmes, ensuring seamless transition from project to BAU through structured design reviews, impact assessments, and documentation of scalable solutions. - Own vulnerability remediation and system integrity efforts across the EMEA IT estate, ensuring proactive patching, firmware updates, and compliance with corporate and regulatory standards. - Perform enterprise-grade wireless assessments, applying predictive and live survey techniques to optimise coverage, reliability, and user satisfaction in high-density office environments. Automation & AI Enablement - Build, deploy, and maintain automation frameworks and tooling to eliminate manual tasks, accelerate service delivery, and enhance regional operational performance. - Design and operationalise AI-driven initiatives — including agentic automation, copilot tools, and self-healing systems — to drive measurable improvements in end-user experience and support productivity. Governance & Service Delivery - Champion change governance by actively participating in CAB processes, ensuring all infrastructure activity complies with policy, meets regulatory requirements, and maintains audit-ready traceability. - Oversee the lifecycle of service tickets within the ITSM platform, ensuring high-quality logging, timely stakeholder updates, and full compliance with SLA targets and escalation processes. - Maintain and evolve a robust documentation library — including SOPs, configuration standards, and knowledge assets — to enable operational continuity, onboarding efficiency, and global consistency. Observability & Reporting - Own EMEA infrastructure observability — curating real-time dashboards, refining alerting mechanisms, and delivering actionable reports to support decision-making and service reliability. - Act as the senior technical representative for EMEA IT Services, fostering trusted relationships with regional teams and ensuring high standards of collaboration, communication, and brand representation.Minimum Qualifications: - Extensive experience operating enterprise-grade infrastructure across multi-country environments. - Demonstrable leadership in delivering automation, scripting or AI-enhanced operations (. Bash, Python, , agentic frameworks). - Strong grasp of ITIL principles, CAB participation, and infrastructure governance. - Comfortable navigating ambiguity, taking ownership, and leading without authority. - Excellent documentation and stakeholder communication skills. Preferred Qualifications: - Bachelor's degree in IT, Engineering or related field. - CCNA or similar networking certification. - ITIL v4 Foundation. - Hands-on exposure to AI tooling, coding and automation frameworks (. ReAct, RAG, LangChain, etc). - Infrastructure and deployment knowledge - Database design and implementation (SQL and NoSQL) - Experience leading operational excellence across data centres, meeting room tech, or critical office infrastructure.
- Location:
- London
- Job Type:
- FullTime