IT Service Operation and Automation Engineer - London
- London
- Permanent
- Full-time
We're seeking a high-impact, outcome-driven Infrastructure & Automation engineer to drive operational excellence across our EMEA IT estate. This is a strategic individual contributor role ideal for someone with deep technical capability, relentless curiosity, and the maturity to influence cross-regionally - even without direct line management.
You'll own the stability, scalability, and automation of our infrastructure and toolsets across 30+ offices and thousands of endpoints. This is an internal mobility opportunity to step into a more visible, EMEA-wide role with broad stakeholder exposure and tangible influence over the way ByeDance delivers enterprise IT.Responsibilities:
Infrastructure Operations
- Support operational resilience, performance tuning, and documentation of enterprise infrastructure across EMEA sites - including LAN/WAN, wireless, server rooms, data centres, and AV systems - to ensure availability, efficiency, and audit readiness.
- Own the regional DR/BCP programme, ensuring all environments are fully documented, periodically tested, and aligned with global risk management and recovery standards.
- Act as a key architect and change leader across infrastructure programmes, ensuring seamless transition from project to BAU through structured design reviews, impact assessments, and documentation of scalable solutions.
- Own vulnerability remediation and system integrity efforts across the EMEA IT estate, ensuring proactive patching, firmware updates, and compliance with corporate and regulatory standards.
- Perform enterprise-grade wireless assessments, applying predictive and live survey techniques to optimise coverage, reliability, and user satisfaction in high-density office environments.Automation & AI Enablement
- Build, deploy, and maintain automation frameworks and tooling to eliminate manual tasks, accelerate service delivery, and enhance regional operational performance.
- Design and operationalise AI-driven initiatives - including agentic automation, copilot tools, and self-healing systems - to drive measurable improvements in end-user experience and support productivity.Governance & Service Delivery
- Champion change governance by actively participating in CAB processes, ensuring all infrastructure activity complies with policy, meets regulatory requirements, and maintains audit-ready traceability.
- Oversee the lifecycle of service tickets within the ITSM platform, ensuring high-quality logging, timely stakeholder updates, and full compliance with SLA targets and escalation processes.
- Maintain and evolve a robust documentation library - including SOPs, configuration standards, and knowledge assets - to enable operational continuity, onboarding efficiency, and global consistency.Observability & Reporting
- Own EMEA infrastructure observability - curating real-time dashboards, refining alerting mechanisms, and delivering actionable reports to support decision-making and service reliability.
- Act as the senior technical representative for EMEA IT Services, fostering trusted relationships with regional teams and ensuring high standards of collaboration, communication, and brand representation.Qualifications:Minimum Qualifications:
- Extensive experience operating enterprise-grade infrastructure across multi-country environments.
- Demonstrable leadership in delivering automation, scripting or AI-enhanced operations (e.g. Bash, Python, Node.js, agentic frameworks).
- Strong grasp of ITIL principles, CAB participation, and infrastructure governance.
- Comfortable navigating ambiguity, taking ownership, and leading without authority.
- Excellent documentation and stakeholder communication skills.Preferred Qualifications:
- Bachelor's degree in IT, Engineering or related field.
- CCNA or similar networking certification.
- ITIL v4 Foundation.
- Hands-on exposure to AI tooling, coding and automation frameworks (e.g. ReAct, RAG, LangChain, etc).
- Infrastructure and deployment knowledge
- Database design and implementation (SQL and NoSQL)
- Experience leading operational excellence across data centres, meeting room tech, or critical office infrastructure.