IntermediateSupportAnalyst

Please note that this position is remote and assigned to the third shift 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, 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