Network Operations Shift Lead
Role Overview
As the Network Operations Shift Lead, you will lead a team of Network Operations Engineers responsible for the day-to-day health, availability, and performance of ExpressVPN’s global network. You will combine hands-on technical expertise with people leadership, operational excellence, and continuous improvement to ensure our network meets the highest standards of reliability and security.
This role is ideal for an experienced network professional who enjoys mentoring others, owning operational outcomes, and working closely with engineering, security, and product teams.
Key Responsibilities
Leadership & People Management
- Lead, mentor, and develop a team of Network Operations Engineers and Trainees.
- Manage shift schedules, on-call rotations, and coverage planning.
Network Operations & Reliability
- Oversee 24/7 monitoring of ExpressVPN’s global network infrastructure.
- Act as an escalation point for complex incidents and major outages.
- Lead incident response, root cause analysis, and post-incident reviews.
- Ensure SLAs, SLOs, and internal reliability targets are met.
Process & Continuous Improvement
- Define, document, and maintain SOPs, runbooks, and incident playbooks.
- Drive automation and tooling improvements to reduce manual work and operational risk.
- Identify trends in incidents and performance metrics, and proactively address systemic issues.
- Partner with engineering teams to improve network design, resilience, and observability.
Collaboration & Stakeholder Management
- Work closely with Network Engineering, SRE, Security, and Cloud Infrastructure teams.
- Communicate clearly during incidents with internal stakeholders across time zones.
- Provide regular reporting on network health, incidents, and operational metrics.
Qualifications
Education & Experience
- Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field (or equivalent practical experience).
- 2+ years of experience in network operations, NOC, or infrastructure roles.
Technical Skills
- Strong understanding of networking concepts.
- Experience operating and troubleshooting large-scale, distributed networks.
- Proficiency with Linux systems and network monitoring/observability tools (e.g. Grafana, Prometheus, Zabbix, Datadog).
- Familiarity with cloud networking in AWS or GCP.
- Experience with incident management and reliability best practices.
Leadership & Soft Skills
- Proven ability to coach and mentor junior engineers.
- Calm and decisive under pressure, especially during incidents.
- Strong written and verbal communication skills.
- Ability to balance hands-on technical work with people and process leadership.
What We Offer
- Opportunity to lead and shape a critical global network operations function.
- Exposure to large-scale, high-performance distributed systems.
- Collaborative, engineering-driven culture with strong emphasis on reliability and security.
- Competitive compensation and benefits.
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Before you apply
- At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
- Please upload your resume as a PDF and do not include any salary or compensation information in it.
ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.