The EMEA IT Operations team at TikTok manages the IT and AV infrastructure in our offices and ensures services are stable, scalable, secure, and operationally effective across the region. The role requires an experienced, diligent, and astute leader who can operate with a high degree of autonomy, guide team members, and work across a dynamic set of operational, technical, and business priorities.
Responsibilities
- Own the operational health, disaster recovery, and continuous improvement of EMEA IT infrastructure (LAN, WAN, wireless, AV), ensuring high availability and business continuity.
- Govern technical escalations to internal business-line teams as if managing external service providers, driving SLA accountability, technical boundaries, and strict resolution quality.
- Drive regional observability and service performance by curating real-time dashboards, refining alerts, and leveraging KPIs to optimize capacity and inform decision-making.
- Lead infrastructure hygiene, vulnerability remediation, and change governance (CAB), ensuring proactive patching, policy compliance, and audit-ready traceability.
- Build and deploy automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.
- Oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.
- Provide day-to-day team leadership and quality oversight while acting as a hands-on SME and working to define operational standards, runbooks, and risk documentation.
- Partner with cross-functional teams to elevate user experience and service maturity, acting as a trusted ambassador for EMEA IT.
- Manage, maintain, and continuously improve agentic AI and automation workflows that handle baseline IT operations, including ticket triage, monitoring responses, routine remediation, and service coordination.
