About the Job:
The EMEA IT Service Operations team at TikTok is responsible for managing IT and AV infrastructure across our offices, ensuring a seamless, secure, and efficient technology experience for end users. This role plays a critical part in maintaining a robust and high-performing IT infrastructure environment throughout the EMEA region. It requires a skilled, detail-oriented, and proactive individual to work within a dynamic team across a diverse range of tasks and projects.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Our scope includes both onsite and remote support for LAN/WAN networks, wireless infrastructure, server rooms, external data centers, and meeting room technologies within the EMEA region. We actively drive innovation and automation initiatives to enhance efficiency, streamline operations, and continuously improve the end-user experience, leveraging emerging technologies such as AI wherever possible.
Responsibilities:
- Monitor, maintain, and troubleshoot IT infrastructure, including LAN, wireless networks, SD-WAN, physical server rooms, and external data centers.
- Ensure high availability, performance, and reliability of all IT infrastructure components.
- Implement system patches and firmware upgrades to maintain system security and stability.
- Manage, monitor, and remediate the IT environment on a continual basis.
- Design, implement, and maintain IT automation scripts and tools to streamline repetitive tasks and operational workflows.
- Identify opportunities for process improvement and drive operational efficiency through automation and standardization.
- Manage and update incidents and service requests within the Service Management tool, ensuring accurate documentation of actions and regular communication with stakeholders.
- Participate in weekly Change Advisory Board meetings and ensure changes are thoroughly planned and executed with minimal business impact.
- Provide technical assistance for office IT setup and ensure smooth handover from project to operations.
- Conduct regular Wi-Fi surveys to proactively detect and resolve wireless performance or coverage issues.
- Contribute to global infrastructure projects and collaborate with cross-functional teams.
- Coordinate with internal and external stakeholders to ensure timely resolution of issues and implementation of improvements.
- Manage and maintain the EMEA infrastructure health dashboard and alert management systems.
- Provide support for meeting room technology.
- Develop and maintain technical documentation, including standard operating procedures and user guides.
Qualifications:
Minimum Qualifications:
- Demonstrates expertise by leveraging technical skills, job knowledge, and experience to exceed job requirements and customer expectations.
- Professional demeanor with the ability to efficiently manage workloads and projects within established timelines.
- Proactive initiative and drive to contribute to team goals, deliver positive user outcomes, and support overall business success.
- Proven experience in managing and supporting international, enterprise-level IT LAN/WAN infrastructure serving thousands of users.
- Strong understanding of ITIL frameworks, change management, and security principles, along with adherence to compliance standards.
- A self-starter with excellent written and spoken English skills.
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Cisco Certified Network Professional (CCNP) or equivalent industry certifications.
- Regular and deep hands-on experience with Cisco, Aruba, VMware, Palo Alto, and Fortinet technologies.
- Proficient in creating, managing, and maintaining scripts for automation and system tasks.
- Minimum of ITIL V4 Foundation certification.
Language Requirements:
- Proficiency in written and spoken English is required.
About TikTok:
TikTok is the leading destination for short-form mobile video, with a mission to inspire creativity and bring joy. We have a global presence with headquarters in Los Angeles and Singapore, as well as offices in major cities worldwide. TikTok values diversity and is committed to creating an inclusive environment where employees are celebrated for their unique perspectives and experiences. We believe that together, we can achieve meaningful breakthroughs and create value for our communities.
