EMEA IT Operations Lead

Y-Axis; Melbourne; On-site; AUD 180,000 - 300,000; Full time

Job summary

TikTok is seeking an experienced IT Operations leader to drive the health, security, and continuous improvement of our enterprise IT infrastructure. You will guide cross-functional teams, own DR planning, and steward automation initiatives that scale regional operations.

You will manage SLAs, governance, and incident escalation while building runbooks and risk documentation. A strong ITIL background and ability to operate with autonomy are essential.

Qualifications

• 3+ years leading enterprise IT infrastructure teams across multi-site/multi-country environments.
• Excellent written and spoken English skills.
• Experience with ITIL, CAB, and incident escalation.
• Experience managing internal or external technical service partners with SLA ownership.
• Ability to adapt to change and work through ambiguity.

Responsibilities

• Own operational health, disaster recovery, and continuous improvement of IT infrastructure (LAN/WAN/AV).
• Escalate technically to internal business-line teams with an external-service-provider mindset.
• Drive observability and performance via dashboards and KPIs.
• Lead infrastructure hygiene, vulnerability remediation, and CAB governance.
• Build automation frameworks to reduce manual tasks and scale operations.
• Oversee ITSM lifecycles and escalation management with clear SLAs.
• Provide day-to-day team leadership and craft runbooks and risk docs.
• Collaborate with cross-functional teams to improve user experience and service maturity.
• Manage agentic AI/automation workflows for baseline IT operations.

Skills

IT leadership

Multisite ops

English fluency

Networking

Automation

ITIL

SLA management

Stakeholder mgmt

Tools

Cisco

Aruba

Fortinet

Palo Alto

Job description

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.

Qualifications

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

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.