IT Service Operation and Automation Engineer – London

Job title:

IT Service Operation and Automation Engineer – London

Company

TikTok

Job description

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.Qualifications:Minimum Qualifications:
– Extensive experience operating enterprise-grade infrastructure across multi-country environments.
– Demonstrable leadership in delivering automation, scripting or AI-enhanced operations (e.g. Bash, Python, Node.js, 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 (e.g. 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.

Expected salary

Location

London

Job date

Tue, 05 Aug 2025 23:23:26 GMT

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