IT Service Operation and Automation Engineer - London

IT Service Operation and Automation Engineer - London

Team Introduction:
The EMEA IT Service Operations team at TikTok manages 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 strategic individual contributor role is ideal for someone with deep technical capability, relentless curiosity, and the maturity to influence cross‑regionally—without direct line management.

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).

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.

About TikTok

TikTok is the leading destination for short‑form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect—and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity, and bring joy.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace.

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