IT Service Operation and Automation Engineer - London

Responsibilities

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.