EMEA IT Operations Lead

Team Introduction
The EMEA IT Operations team at Tik Tok 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.

Requirements:

• Minimum Qualifications

• 3+ years experience running enterprise IT Infrastructure teams across multi-site and multi-country environments servicing 1,000s of end users

• Strong attention to detail and organisational skills with the ability to manage multiple tasks and projects simultaneously

• Excellent written and spoken English skills

• Subject matter expert within Infrastructure management including networking (LAN/WAN, wired and wireless including routing, SDWAN, VPN), scripting and automation, monitoring, comms rooms, AV environments, and broader workplace technology operations

• Highly competent with ITIL frameworks, CAB participation, incident escalation, and infrastructure governance

• Demonstrated experience managing internal or external technical service partners, including ownership of SLAs, escalation paths, service boundaries, and cross-team accountability for operational outcomes

• Enjoys continual change and able to work through ambiguity with pragmatism

• Preferred Qualifications

• Competent within Windows and Mac environments

• Comfortable working in a fast-paced environment and delivering within tight timeframes

• Able to work autonomously and as part of an international team

• Demonstrated experience managing, maintaining, and safely operationalizing automation or agentic AI workflows in an enterprise IT operations environment

• Cisco, Aruba, Fortinet, and Palo Alto experience

• Able to demonstrate working in a fluid, dynamic, and continuously evolving environment

• Experience building or refining dashboards, alerting strategies, or infrastructure observability practices