Intermediate Support Analyst

<div> </div> <p><strong><span data-contrast="auto">About BEES</span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p><span data-contrast="auto">Join us to build the future of B2B commerce!</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p><span data-contrast="auto">BEES is AB InBev’s B2B platform. Through our ecosystem, merchants and retailers across 29 countries can stock their businesses quickly, easily, and securely.</span> <br><span data-contrast="auto">At BEES, we dream big, lead with purpose, and develop technology that transforms the way retailers and sellers grow.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p><span data-contrast="auto">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!</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p> <p><strong><span class="TextRun SCXW110358870 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW110358870 BCX0"><span class="TextRun SCXW197564734 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW197564734 BCX0">What you will do:</span></span></span></span></strong></p> <ul> <li>Own the <strong>end-to-end resolution</strong> of production incidents and service requests for <strong>live digital </strong><strong>applications and products; participate in and contribute to root</strong> cause analysis for recurring issues.</li> <li><strong>Triage and troubleshoot </strong>application, data, and integration issues; <strong>document evidence</strong> (logs, traces, queries, API behavior) to support diagnosis and handoff to specialists when needed.</li> <li>Participate in <strong>war rooms</strong> for critical incidents, helping drive resolution and <strong>communicating </strong><strong>clearly</strong> with stakeholders throughout the event.</li> <li><strong>Monitor incident and request queues</strong>, prioritize work, and act proactively to <strong>meet SLAs</strong> and reduce customer impact.</li> <li><strong>Follow and improve</strong> IT service management <strong>processes </strong>and <strong>procedures </strong>aligned with <strong>ITIL </strong>(Incident, Problem, Change, and Knowledge Management).</li> <li><strong>Maintain and evolve SOPs, runbooks, and knowledge base</strong> content in <strong>Confluence </strong>after incident resolution and reviews.</li> <li><strong>Analyze incident trends</strong> and current tooling/processes to <strong>identify improvements</strong> that reduce recurrence and improve reliability of the <strong>application layer</strong>.</li> <li><strong>Mentor junior analysts</strong> on diagnosis, tooling, documentation, and best practices.</li> <li><strong>Prepare and present</strong> operational <strong>reports and metrics</strong> to leadership where required.</li> <li><strong>Support onboarding and training</strong> of new team members; collaborate daily with <strong>engineering </strong>QA, product, and project stakeholders.</li> </ul> <p><str