Intermediate Support Analyst

BEES; São Paulo; On-site; BRL 201,000 - 312,000; Full time

Benefits offered by this job

Performance-based bonus

Meal Allowance

Private pension plan

Health, dental, and life insurance

Gympass partnership

Transportation allowance

Job summary

BEES, AB InBev’s B2B platform, seeks an experienced Incident/Production Support specialist in São Paulo. You will own end-to-end incident resolution for live digital applications, triage issues, and participate in war rooms to drive timely resolutions.

You will monitor queues and mentor teammates, collaborating with engineering, QA, product, and project stakeholders. The role requires a university degree in computing, strong English, and experience in IT operations at scale.

Qualifications

• University degree in computing or related field.
• Solid experience in production application support or technical operations at scale.
• Strong problem-solving, critical and systems thinking, learning agility.
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Responsibilities

• Own end-to-end resolution of production incidents and service requests for live applications.
• Triage and troubleshoot application, data, and integration issues; document evidence for diagnosis.
• Participate in war rooms for critical incidents and communicate with stakeholders.
• Monitor incident queues, prioritize work, and meet SLAs to reduce customer impact.
• Follow ITIL-aligned processes and maintain SOPs and runbooks.
• Evolve runbooks and knowledge bases post-incident resolution.
• Analyze incident trends to improve reliability of the application layer.
• Mentor junior analysts on diagnosis, tooling, and best practices.
• Prepare operational reports and metrics for leadership.
• Support onboarding and training of new team members; collaborate with engineering QA, product, and project stakeholders.

Skills

Problem solving

Analytical thinking

English communication

Agile experience

Learning agility

Team collaboration

Under pressure

Education

Bachelor's degree in Computing (Computer Engineering/CS/IS/Systems Analysis)

Tools

Jira

Confluence

Postman

New Relic

Python (scripting)

VS Code

MongoDB

Cosmos DB

Job description

About BEES

Join us to build the future of B2B commerce!

About BEES

Join us to build the future of B2B commerce!

BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and 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 not just 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 recurring issues.
• 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 and reduce 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 after incident resolution and reviews.
• Analyze incident trends and current tooling/processes to identify improvements that reduce recurrence 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 equivalent professional 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 (comfort adopting new product areas, data sources, and tools).
• Knowledge of SQL and of relational and non-relational (NoSQL) databases for investigation and 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) - to reproduce 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-on experience 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 diagnostics or 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, and analysis - 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 peak volume.
• Strong analytical and problem-solving skills applied to business rules, data flows, and user impacting 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 and product teams.
• High level of self-motivation and willingness to make a measurable difference in stability and customer experience.
• Autonomy, accountability, and a strong desire to learn continuously.

Please note:

This position follows a shift-based work schedule. Specific shift details will be shared during the initial contact with our recruitment team.

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