Intermediate Support Analyst

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.

• →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.

• 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.

• 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.