Intermediate Support Analyst

<div> <div class="paragraph-in-scc-markdown-text ___1ngh792 ftgm304 f1iaxwol"><strong>Please note that this position is remote and assigned to the night shift</strong></div> </div> <p><strong>About us</strong></p> <p>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.</p> <p><strong><span data-contrast="auto">About BEES</span></strong><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-contrast="auto">Join us to build the future of B2B commerce!</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-contrast="auto">BEES is AB InBev’s B2B platform. Through our ecosystem,&nbsp;merchants&nbsp;and retailers across 29 countries can stock their businesses quickly, easily, and securely.</span>&nbsp;<br><span data-contrast="auto">At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-contrast="auto">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&nbsp;just important. It makes a difference!</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><strong><span class="TextRun SCXW110358870 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW110358870 BCX0"><span class="TextRun SCXW197564734 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW197564734 BCX0">What you will do:</span></span></span></span></strong></p> <ul> <li>Own the <strong>end-to-end resolution</strong> of production incidents and service requests for <strong>live digital </strong><strong>applications and products; participate in and contribute to root</strong> cause analysis for recurring&nbsp;issues.</li> <li><strong>Triage and troubleshoot </strong>application, data, and integration issues; <strong>document evidence</strong> (logs,&nbsp;traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.</li> <li>Participate in <strong>war rooms</strong> for critical incidents, helping drive resolution and <strong>communicating </strong><strong>clearly</strong> with stakeholders throughout the event.</li> <li><strong>Monitor incident and request queues</strong>, prioritize work, and act proactively to <strong>meet SLAs</strong> and&nbsp;reduce customer impact.</li> <li><strong>Follow and improve</strong> IT service management <strong>processes </strong>and <strong>procedures </strong>aligned with <strong>ITIL </strong>(Incident, Problem, Change, and Knowledge Management).</li> <li><strong>Maintain and evolve SOPs, runbooks, and knowledge base</strong> content in <strong>Confluence </strong>after&nbsp;incident resolution and reviews.</li> <li><strong>Analyze incident trends</strong> and current tooling/processes to <strong>identify improvements</strong> that reduce&nbsp;recurrence and improve reliability of the <strong>application layer</strong>.</li> <li><strong>Mentor junior analysts</strong> on diagnosis, tooling, documentation, and best practices.</li> <li><strong>Prepare and present</strong> operational <strong>reports and metrics</strong> to leadership where required.</li> <li><strong>Support onboarding and training</strong> of new team members; collaborate daily with <strong>engineering </strong>QA, product, and project stakeholders.</li> </ul> <p><strong><span class="TextRun SCXW40433873 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW40433873 BCX0">We are looking for people with:</span></span><span class="LineBreakBlob BlobObject DragDrop SCXW40433873 BCX0"><span class="SCXW40433873 BCX0">&nbsp;</span><br class="SCXW40433873 BCX0"></span></strong></p> <ul> <li>University degree in courses related to computing such as <strong>Computer Engineering, Computer </strong><strong>Science, Information Systems, or Systems Analysis and Development</strong> (or equivalent&nbsp;professional experience in application support).</li> <li>Solid experience in <strong>production application support</strong> or technical operations for <strong>software/digital </strong><strong>products </strong>at scale.</li> <li>Strong <strong>problem-solving</strong>, <strong>critical thinking</strong>, <strong>systems thinking</strong>, and <strong>learning agility</strong> (comfort&nbsp;adopting new product areas, data sources, and tools).</li> <li><strong>Knowledge of SQL </strong>and of <strong>relational </strong>and <strong>non-relational</strong> (NoSQL) databases for investigation&nbsp;and validation, including hands-on use where needed (e.g. MongoDB and/or Cosmos DB).</li> <li>Familiarity with<strong> mobile app testing on Android and iOS</strong>—using local <strong>simulators/emulators </strong>and/or <strong>cloud device and browser testing platforms</strong> (e.g. LambdaTest, BrowserStack)—to&nbsp;reproduce and validate user-impacting issues.</li> <li><strong>APIs </strong>and practical use of tools such as <strong>Postman </strong>for reproduction and troubleshooting.</li> <li>Understanding of <strong>cloud computing concepts</strong> (<strong>Azure </strong>and/or <strong>AWS</strong>), <strong>microservices</strong>, <strong>messaging</strong>/<strong>MQ </strong>concepts, and <strong>observability </strong>(e.g. APM, distributed tracing); hands-on&nbsp;experience with New Relic is a strong plus.</li> <li>Experience with <strong>Jira </strong>(e.g. <strong>JSM</strong>, Software, service desk workflows) and Confluence for ticketing,&nbsp;documentation, and knowledge management.</li> <li><strong>Programming logic </strong>and ability to run or adapt <strong>Python </strong>scripts (e.g. in <strong>VS Code</strong>) for diagnostics&nbsp;or light automation; broader programming experience is a plus.</li> <li>Familiarity with <strong>Databricks </strong>(or similar) for data analysis in support investigations is a plus.</li> <li>Confident use of <strong>AI assistants</strong> (e.g. ChatGPT, Copilot, Cursor) for research, drafting, and&nbsp;analysis—with sound judgment and verification.</li> <li>Advanced communication skills in <strong>English </strong>(written and spoken).</li> <li>Experience with <strong>Agile </strong>projects or delivery environments.</li> </ul> <p><strong><span class="TextRun SCXW202454366 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202454366 BCX0">Who should apply?</span></span><span class="LineBreakBlob BlobObject DragDrop SCXW202454366 BCX0"><span class="SCXW202454366 BCX0">&nbsp;</span></span></strong></p> <ul> <li>Ability to work <strong>under pressure </strong>and <strong>manage multiple priorities</strong> during incidents and peak&nbsp;volume.</li> <li>Strong <strong>analytical </strong>and <strong>problem-solving </strong>skills applied to <strong>business rules, data flows, and user&nbsp;impacting defects.</strong></li> <li>Excellent <strong>communication </strong>and <strong>interpersonal </strong>skills with both technical and non-technical audiences.</li> <li>Ability to work in a <strong>team-oriented</strong>, <strong>collaborative </strong>environment aligned with <strong>development and&nbsp;product</strong> teams.</li> <li>High level of <strong>self-motivation</strong> and willingness to <strong>make a measurable difference</strong> in stability and&nbsp;customer experience.&nbsp;</li> <li><strong>Autonomy</strong>, accountability, and a strong <strong>desire to learn</strong> continuously.</li> </ul> <p><strong>What We Offer:</strong></p> <ul> <li>Performance-based bonus*</li> <li>Attendance Bonus*&nbsp;</li> <li>Private pension plan</li> <li>Meal Allowance</li> <li>Casual office and dress code</li> <li>Days off*</li> <li>Health, dental, and life insurance</li> <li>Medicines discounts</li> <li>Gympass partnership</li> <li>Childcare subsidies</li> <li>Discounts on Ambev products*</li> <li>Clube Ben partnership</li> <li>Scholarship*</li> <li>School materials assurance</li> <li>Language and training platforms</li> <li>Transport allowance</li> </ul> <p>*Rules applied</p> <p>&nbsp;</p>