Intermediate Support Analyst

Anheuser-Busch InBev
Campinas
Workplace: OnsiteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Problem-solving","Critical thinking","Systems thinking","Learning agility","Communication","Stakeholder management","Analytical thinking","Documentation","Accountability","Self-motivation","Team collaboration"]

Own end-to-end resolution of production incidents and service requests for BEES live digital applications. Triage and troubleshoot application, data, and integration issues, documenting logs, traces, queries, and API behavior to support diagnosis and specialist handoffs. Lead critical-incident war rooms, prioritize queues to meet SLAs, and follow ITIL-based incident/problem/change/knowledge practices while improving runbooks and knowledge in Confluence. Mentor junior analysts and report operational metrics to leadership.

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Anheuser-Busch InBev
Anheuser-Busch InBev
2 days ago

Intermediate Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own end-to-end resolution of production incidents and service requests for BEES live digital applications. Triage and troubleshoot application, data, and integration issues, documenting logs, traces, queries, and API behavior to support diagnosis and specialist handoffs. Lead critical-incident war rooms, prioritize queues to meet SLAs, and follow ITIL-based incident/problem/change/knowledge practices while improving runbooks and knowledge in Confluence. Mentor junior analysts and report operational metrics to leadership.
Location: Campinas
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end resolution of production incidents and service requests for live digital applications and products, including root cause analysis for recurring issues.
  • •Triage and troubleshoot application, data, and integration issues; document evidence (logs, traces, queries, API behavior) and support specialist handoffs.
  • •Participate in war rooms for critical incidents, prioritizing work and communicating clearly with stakeholders throughout the event.
  • •Follow and improve IT service management processes aligned with ITIL (incident, problem, change, knowledge management) and maintain SOPs/runbooks/knowledge base content in Confluence.
  • •Mentor junior analysts, support onboarding/training of new team members, and prepare operational reports and metrics for leadership.

Pay and Benefits

Perks:Health InsuranceDentalLife InsurancePrivate PensionMeal AllowanceGym MembershipChildcareCommuter BenefitsScholarship

Key Requirements

  • •University degree in computing-related fields (Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development) or equivalent professional experience.
  • •Solid experience in production application support or technical operations for software/digital products at scale.
  • •Hands-on knowledge of SQL plus relational and NoSQL databases for investigation (e.g., MongoDB and/or Cosmos DB).
  • •Familiarity with mobile app testing for Android and iOS using local simulators/emulators and/or cloud device/browser testing platforms (e.g., LambdaTest, BrowserStack).
  • •Experience using APIs and troubleshooting tools such as Postman, plus knowledge of cloud concepts (Azure and/or AWS), microservices, messaging/MQ, and observability (e.g., APM/distributed tracing).
Experience:B2B commerceSaaSEnterprise softwareCloudIncident management
Education:Bachelor's in Computing-related (e.g., Computer Engineering, Computer Science, Information Systems, Systems Analysis and Development)
Skills:Problem-solvingCritical thinkingSystems thinkingLearning agilityCommunicationStakeholder managementAnalytical thinkingDocumentationAccountabilitySelf-motivationTeam collaboration
Languages:English
Tech Stack:SQLNoSQLMongoDBCosmos DBAndroidIOSLambdaTestBrowserStackPostmanAPIsAzureAWSMicroservicesMessagingMQObservabilityAPMDistributed tracingNew RelicJira

Company Brief

Anheuser-Busch InBev
A global brewer producing, distributing, and marketing beer and other beverages across hundreds of brands, including Budweiser, Stella Artois and Corona. Operates a vast global supply chain and retail network serving consumers worldwide.
Industry: Food & Beverage
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Leuven, Belgium
Founded: 2008
WebsiteLinkedIn