Operations Support Lead

Anheuser-Busch InBev
Campinas
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["Ownership","Attention to detail","Critical systems thinking","Prioritization","Stakeholder management","Process management","Clear communication","Calm under pressure","Adaptability","Continuous improvement"]

Lead day-to-day support operations while ensuring SLA and quality adherence. You’ll coordinate support team coverage, handle shift handovers, and manage onboarding and access provisioning. Drive incident management and operational bridges, standardize escalations and problem management, and maintain playbooks, SOPs, and runbooks. Use AI tools to improve ticket triage and resolution, track KPIs, and communicate clear, business-oriented updates across Customer, Product, Engineering, and Operations teams.

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Anheuser-Busch InBev
Anheuser-Busch InBev
1 month ago

Operations Support Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead day-to-day support operations while ensuring SLA and quality adherence. You’ll coordinate support team coverage, handle shift handovers, and manage onboarding and access provisioning. Drive incident management and operational bridges, standardize escalations and problem management, and maintain playbooks, SOPs, and runbooks. Use AI tools to improve ticket triage and resolution, track KPIs, and communicate clear, business-oriented updates across Customer, Product, Engineering, and Operations teams.
Location: Campinas
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Structure and coordinate the support team’s schedules, including shift planning, coverage balance, and on-call rotations.
  • •Lead incident calls and operational bridges; coordinate stakeholders end-to-end to standardize escalations and response.
  • •Ensure deliverables meet SLA and quality standards by monitoring backlog, MTTA/MTTR, and ticket aging; coach the team on best practices.
  • •Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks with versioning and compliance.
  • •Use AI tools to streamline resolution and support workflows; track KPIs and communicate structured updates to leadership and cross-functional partners.

Pay and Benefits

Perks:PensionMeal AllowanceHealth InsuranceDentalLife InsuranceChildcareCommuter Benefits

Key Requirements

  • •Fluent English and advanced Spanish (written and spoken).
  • •Proven experience in Support Operations, Service Delivery, or IT/tech support coordination.
  • •Strong ticket/incident management skills, including change readiness, escalations, and SLA governance.
  • •Ability to plan coverage, manage shift schedules, and coordinate onboarding and access provisioning.
  • •Data-driven approach to define goals, KPIs, and continuous improvement strategies.
Experience:IT supportSupport operationsService deliveryIncident management
Skills:OwnershipAttention to detailCritical systems thinkingPrioritizationStakeholder managementProcess managementClear communicationCalm under pressureAdaptabilityContinuous improvement
Languages:EnglishSpanish
Tech Stack:AIChatbotsAutomated ticket triageKnowledge base searchTicketing systemServiceNowJira Service ManagementZendeskConfluenceSharePointExcelSheetsBIITSM

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