Daily management

Carrying out the daily management and handling of incidents, problems and changes.

• Planning and performing maintenance on systems and applications;
• Tuning of one or more systems;
• Prepare, monitor and manage user and production documentation;
• Determining and weighing the impact of disruptions, problems and changes, considering the service levels and the business interest to determine the right impact and choose the right solution path. Making decisions in accordance with the control protocol;
• Resolving (imminent) disruptions to restore the integrity of the business process as quickly as possible or to limit damage to it;
• Analyzing incidents and problems, solving problems within the standards of the SLAs with the aim of improving the service level and reducing the number of incidents; making proposals based on the results;
• Adopting and assessing changes from users and management; implementing change requests in the systems after approval;
• Part of the 3rd line 24/7 support team (approx. 5 weeks per year) to keep a high QoS towards our customers;
• Ops Coordinator: every now and then you will be the coordinator of the Daily Ops team. Plan and divide the work amongst the team members, you will be the first point of contact regarding incidents happening on the whole Middleware infrastructure for Air France and KLM. Create a daily report in the end of the day with all changes/incidents that occurred during the day.

Performance monitoring

Providing insight into the performance of systems and services to improve the services and for the continuity of the services.

• Provide insight into the performance of multiple components/services within the framework of the agreed service levels to provide clarity about the performance within the agreements made;
• Monitor performance, errors, threats, KPIs and service levels of systems and applications to improve services and for continuity of services;
• Determining the required measurement method to provide insight into management performance, considering the established KPIs, the management standards and the agreements made with the customer.

Implementing the improvement process and knowledge management

• Making improvement and innovation plans within the established guidelines;
• Advising business, colleagues and Dev teams for the optimization of processes;
• Contribute to achieving synergy between Air France and KLM;
• Follow developments in the field and keep professional knowledge up to date;
• Contribute to knowledge sharing within and outside the department.

Projects

• Participate in extensive, cross-departmental (infrastructural) projects on behalf of the own operational product;
• Ensure an optimal situation, encourage collaboration, open communication, responsibility and initiative.

The position “DevOps Engineer” is located within the AF/KL (AMS) Middleware & API Platform (approx. 50 FTE onsite, and 50+ Offshore (India)) within KLM Information Services. Your location is Schiphol-Rijk. You will be part of the Daily Operations team who are the gatekeepers of our Integration domain.

Because collaboration and direct coordination are key in our operational environment, this is an on-site role. You will work from the office 5 days per week. The nature of the work (incident response, coordination and operational decision-making) requires close team interaction and quick alignment.