Responsibilities

The Eng Support-NOC team is responsible for deploying code and configuration changes to the production environment. The Eng Support-NOC team also provides 24/7 on-call support and assists teams with their on-call support; improving the end user experience by providing timely responses and engaging in initial triage and escalations as needed. Eng Support-NOC team operates in 3 shifts to provide 24/7 coverage and as an Eng Support-NOC Manager, you will be responsible for leading one of the NOC shifts, which consist of Production Operations Engineers that provides support to a wide range of business-critical services. In this role, you will drive solutions to complex operational challenges, ensuring uptime, maintaining tight SLAs, reliability, and functionality of key services/applications.

As a Eng Support-NOC Manager, you will be responsible for leading Production Operation engineers. You will provide technical leadership and build strong teams. You are expected to set up necessary processes for efficient execution and advocate good engineering practices. You will need to regularly communicate with team members, leadership, service providers, peer leaders, and service owners. Your responsibilities include monitoring overall shift performance to prevent Service Level Agreement (SLA) breaches. This requires ensuring deployments are executed efficiently, on-call are addressed promptly, and alerts are handled without any delays.

• Lead, manage, mentor, and coach Operations Support Engineers to strengthen their technical expertise and foster a culture of excellence, accountability, and continuous growth.
• Provide technical leadership across projects, define long-term architectural direction, and drive initiatives aligned with business goals and scalability needs.
• Partner with engineering and service teams to set service and support standards, deliver key objectives, and continuously improve support quality and user experience.
• Continuously review, refine, and implement engineering best practices to drive operational efficiency, reliability, and effectiveness.
• Provide guidance in building scalable processes, automation frameworks, and monitoring strategies. Promote best practices for testing, deployment, and monitoring.
• Lead the performance review process, driving accountability and professional growth.
• Take ownership of technical escalations and high priority incidents related to Tik Tok platforms and services.
• Develop and implement strategies to monitor team performance, optimize workflows, and build scalable, efficient support operations.

Qualifications

Minimum Qualifications

• Bachelor or above degree in Computer Science or a related technical discipline with 5 years of experience in Production Engineering roles or DevOps Engineering roles, including 1 year in management experience in managing an engineering team and projects, in-depth involvement of large distributed systems/applications, networking, operating systems, infrastructure related services, and/or storage.
• Proven track record of building and leading high performing teams responsible for running and supporting distributed services/systems at scale.
• Strong knowledge of Linux/Unix systems, cloud infrastructure, CI/CD pipelines, and modern observability tools.
• Experience with incident management and a blameless postmortem culture.
• Strong understanding of operational KPIs, SLAs, and system reliability engineering practices.
• Excellent communication, collaboration, stakeholder management, and problem-solving skills.

Preferred Qualifications

• Experience leading and managing globally distributed team members across time zones, with a proven ability to scale operations while maintaining high quality support.
• Strong understanding of system design, distributed and microservices architectures, and performance optimization, particularly in high-availability environments.
• Practical experience with SRE tools and modern DevOps technologies, including Linux, Docker containers, Kubernetes, Jira, and monitoring solutions such as Prometheus and Grafana.

Compensation

The base salary range for this position in the selected city is $208,800 - $438,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Los Angeles County (Unincorporated) Fair Chance Policy

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.