Intermediate Support Analyst

Ab Inbev; Campinas; On-site; BRL 120,000 - 180,000; Full time

Benefits offered by this job

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

Job summary

AB InBev BEES is seeking a skilled IT operations professional to own end-to-end incident resolution for live digital applications. You will triage issues, document evidence, and participate in war rooms during critical incidents, while keeping stakeholders updated and driving timely resolutions.

The role requires knowledge of SQL and cloud concepts, experience with Jira/Confluence, and a proactive approach to improving reliability and incident metrics across the application layer.

Qualifications

• Bachelor's degree in computing or equivalent professional experience in application support.
• Proven experience in production application support or technical operations for software/digital products at scale.
• Strong problem-solving, critical thinking, systems thinking and learning agility.
• Knowledge of SQL and relational and NoSQL databases (e.g. MongoDB, Cosmos DB).
• Familiarity with mobile app testing on Android/iOS and cloud platforms (Azure/AWS).
• Experience with Jira (JSM, Software, service desk) and Confluence for ticketing and knowledge management.
• Ability to run Python scripts for diagnostics or light automation; broad programming experience is a plus.

Responsibilities

• Own end-to-end resolution of production incidents and service requests for live digital applications and products; participate in root cause analysis.
• Triage and troubleshoot application, data, and integration issues; document evidence for diagnosis.
• Participate in war rooms for critical incidents and communicate clearly with stakeholders.
• Monitor incident and request queues; prioritize work and meet SLAs to reduce customer impact.
• Follow and improve ITSM processes (Incident, Problem, Change, Knowledge) in line with ITIL.

Skills

Problem-solving

Critical thinking

Systems thinking

Learning agility

English communication

Agile experience

Jira usage

Confluence usage

Postman

Python scripting

VS Code

SQL

Cloud concepts (Azure/AWS)

Education

University degree in Computer Engineering, Computer Science, Information Systems, or Systems Analysis and Development

Tools

Jira

Confluence

Postman

VS Code

Python

Databricks

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,merchantsand 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 notjust 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 recurringissues.
• 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 andreduce 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 afterincident resolution and reviews.
• Analyze incident trends and current tooling/processes to identify improvements that reducerecurrence 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 equivalentprofessional 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 (comfortadopting new product areas, data sources, and tools).
• Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigationand 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)—toreproduce 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-onexperience 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 diagnosticsor 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, andanalysis—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 peakvolume.
• Strong analytical and problem-solving skills applied to business rules, data flows, and userimpacting 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 andproduct teams.
• High level of self-motivation and willingness to make a measurable difference in stability andcustomer 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