Intermediate Support Analyst New Campinas, São Paulo, Brazil

BEES; Campinas; Presencial; BRL 120 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance-based bonus

Attendance Bonus

Casual office and dress code

Days off

Health, dental, and life insurance

Discounts on Ambev products

School materials assurance

Language and training platforms

Resumo da oferta

BEES, the B2B commerce platform, is seeking a skilled Production Support Analyst to manage live digital applications and respond to incidents. You will triage issues, document findings, and drive root cause analysis with a strong emphasis on reliability and stakeholder communication.

Join AB InBev's BEES team to monitor queues, participate in war rooms, and collaborate with engineering, QA, product, and project stakeholders. Remote learning tools and metrics will support your growth and impact.

Qualificações

• University degree in computing or equivalent professional experience in application support.
• 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 non-relational databases including hands-on use.

Responsabilidades

• Own end-to-end resolution of production incidents and service requests for live digital applications and products.
• 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 queues, prioritize work, and meet SLAs to reduce customer impact.
• Follow and improve IT service management processes aligned with ITIL.
• Maintain SOPs, runbooks, and knowledge base content in Confluence.
• Analyze incident trends and identify improvements to reliability.
• Mentor junior analysts on diagnosis, tooling, and best practices.
• Prepare and present operational reports and metrics to leadership.

Conhecimentos

Production support

Incident management

Problem solving

SQL

Python scripting

Postman

Jira

Confluence

Azure

AWS

Databricks

Formação académica

Computing-related degree

Ferramentas

Jira

Confluence

Postman

Databricks

VS Code

New Relic

MongoDB

Cosmos DB

Descrição da oferta de emprego

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).
• 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*
• Casual office and dress code
• Days off*
• Health, dental, and life insurance
• Discounts on Ambev products*
• School materials assurance
• Language and training platforms

ABInBev is committed to creating a diverse and inclusive workforce and culture. We conduct confidential surveys to better understand & ensure we provide equal opportunity throughout our end-to-end recruitment process. Individuals seeking employment at ABInBev are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.