EMEA IT Operations Lead

Salary: £200,000 - 250,000 per year

Requirements:

• We have at least 3 years of experience running enterprise IT infrastructure teams across multi-site and multi-country environments serving thousands of end users.
• We have strong attention to detail and organisational skills, with the ability to manage multiple tasks and projects simultaneously.
• We have excellent written and spoken English skills.
• We are a subject matter expert in infrastructure management, including networking (LAN/WAN, wired and wireless, routing, SD-WAN, VPN), scripting and automation, monitoring, comms rooms, AV environments, and broader workplace technology operations.
• We are highly competent with ITIL frameworks, CAB participation, incident escalation, and infrastructure governance.
• We have demonstrated experience managing internal or external technical service partners, including ownership of SLAs, escalation paths, service boundaries, and cross-team accountability for operational outcomes.
• We are comfortable working through ambiguity with pragmatism and enjoy continual change.
• We have experience with Windows and Mac environments.
• We are comfortable working in a fast-paced environment and delivering within tight timeframes.
• We are able to work autonomously and as part of an international team.
• We have demonstrated experience managing, maintaining, and safely operationalizing automation or agentic AI workflows in an enterprise IT operations environment.
• We have experience with Cisco, Aruba, Fortinet, and Palo Alto.
• We have experience building or refining dashboards, alerting strategies, or infrastructure observability practices.

Responsibilities:

• We own the operational health, disaster recovery, and continuous improvement of our EMEA IT infrastructure, including LAN, WAN, wireless, and AV, ensuring high availability and business continuity.
• We govern technical escalations to internal business-line teams as if managing external service providers, driving SLA accountability, technical boundaries, and strict resolution quality.
• We drive regional observability and service performance by curating real-time dashboards, refining alerts, and leveraging KPIs to optimize capacity and inform decision-making.
• We lead infrastructure hygiene, vulnerability remediation, and change governance, ensuring proactive patching, policy compliance, and audit-ready traceability.
• We build and deploy automation frameworks to eliminate manual tasks, accelerate service delivery, and enhance regional operational scale.
• We oversee ITSM ticket lifecycles and disciplined escalation management, ensuring strict SLA adherence, effective prioritization, and timely stakeholder updates.
• We provide day-to-day team leadership and quality oversight while acting as a hands-on SME and helping define operational standards, runbooks, and risk documentation.
• We partner with cross-functional teams to elevate user experience and service maturity, acting as a trusted ambassador for EMEA IT.
• We 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.

Technologies:

• Agentic AI
• AI
• Aruba
• Cisco
• ITIL
• ITSM
• LAN
• VPN
• Windows
• SDWAN

More:

We are TikToks EMEA IT Operations team, managing IT and AV infrastructure across our offices to ensure services are stable, scalable, secure, and operationally effective throughout the region. This role is a hands-on leadership position for an experienced, diligent, and astute leader who can operate with a high degree of autonomy and balance technical, operational, and business priorities in a dynamic environment.

last updated 35 week of 2026