Intermediate Support Analyst

Job description

**About us** AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa. **About BEES** Join us to build the future of B2B commerce! BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely. At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow. Every line of code and every partnership is built in service of a single mission: to make commerce better for retailers and sellers around the world. Here, your work is not just important. It makes a difference! **What you will do:** - Own the **end-to-end resolution** of production incidents and service requests for **live digital** **applications and products; participate in and contribute to root** cause analysis for recurring issues. - **Triage and troubleshoot** application, data, and integration issues; **document evidence** (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed. - Participate in **war rooms** for critical incidents, helping drive resolution and **communicating** **clearly** with stakeholders throughout the event. - **Monitor incident and request queues**, prioritize work, and act proactively to **meet SLAs** and reduce customer impact. - **Follow and improve** IT service management **processes** and **procedures** aligned with **ITIL** (Incident, Problem, Change, and Knowledge Management). - **Maintain and evolve SOPs, runbooks, and knowledge base** content in **Confluence** after incident resolution and reviews. - **Analyze incident trends** and current tooling/processes to **identify improvements** that reduce recurrence and improve reliability of the **application layer**. - **Mentor junior analysts** on diagnosis, tooling, documentation, and best practices. - **Prepare and present** operational **reports and metrics** to leadership where required. - **Support onboarding and training** of new team members; collaborate daily with **engineering** QA, product, and project stakeholders. **We are looking for people with:** - University degree in courses related to computing such as **Computer Engineering, Computer** **Science, Information Systems, or Systems Analysis and Development** (or equivalent professional experience in application support). - Solid experience in **production application support** or technical operations for **software/digital** **products** at scale. - Strong **problem-solving**, **critical thinking**, **systems thinking**, and **learning agility** (comfort adopting new product areas, data sources, and tools). - **Knowledge of SQL** and of **relational** and **non-relational** (NoSQL) databases for investigation and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB). - Familiarity with **mobile app testing on Android and iOS**—using local **simulators/emulators** and/or **cloud device and browser testing platforms** (e.g. LambdaTest, BrowserStack)—to reproduce and validate user-impacting issues. - **APIs** and practical use of tools such as **Postman** for reproduction and troubleshooting. - Understanding of **cloud computing concepts** (**Azure** and/or **AWS**), **microservices**, **messaging**/**MQ** concepts, and **observability** (e.g. APM, distributed tracing); hands-on experience with New Relic is a strong plus. - Experience with **Jira** (e.g. **JSM**, Software, service desk workflows) and Confluence for ticketing, documentation, and knowledge management. - **Programming logic** and ability to run or adapt **Python** scripts (e.g. in **VS Code**) for diagnostics or light automation; broader programming experience is a plus. - Familiarity with **Databricks** (or similar) for data analysis in support investigations is a plus. - Confident use of **AI assistants** (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and analysis—with sound judgment and verification. - Advanced communication skills in **English** (written and spoken). - Experience with **Agile** projects or delivery environments. **Who should apply?** - Ability to work **under pressure** and **manage multiple priorities** during incidents and peak volume. - Strong **analytical** and **problem-solving** skills applied to **business rules, data flows, and user impacting defects.** - Excellent **communication** and **interpersonal** skills with both technical and non-technical audiences. - Ability to work in a **team-oriented**, **collaborative** environment aligned with **development and product** teams. - High level of **self-motivation** and willingness to **make a measurable difference** in stability and customer experience. - **Autonomy**, accountability, and a strong **desire to learn** continuously. **What We Offer:** - Performance-based bonus\* - Attendance Bonus\* - Private pension plan - Meal Allowance - Casual office and dress code - Days off\* - Health, dental, and life insurance - Medicines discounts - Gympass partnership - Childcare subsidies - Discounts on Ambev products\* - Clube Ben partnership - Scholarship\* - School materials assurance - Language and training platforms - Transport allowance \*Rules applied