Anheuser-Busch InBev

1 week ago

Operations Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour 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

Website LinkedIn

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Anheuser-Busch InBev

1 week ago

Operations Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

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

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

Website LinkedIn