Intermediate Support Analyst
Core
Own end-to-end resolution of production incidents and service requests for live digital applications and products, participating in root cause analysis and war rooms.
Role type
Intermediate Support Analyst (B2B Commerce Platform)
Builds
BEES, AB InBev's B2B platform for merchants and retailers
Domain
B2B Commerce / Retail Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SQL, NoSQL databases (MongoDB, Cosmos DB), API troubleshooting (Postman), Cloud concepts (Azure/AWS), Microservices, Observability (APM, distributed tracing), Jira, Confluence, Python scripting, Mobile app testing (Android/iOS)
Preferred skills
New Relic, Databricks, AI assistants (ChatGPT, Copilot, Cursor)
Responsibilities
Triage and troubleshoot application, data, and integration issues; Monitor incident and request queues to meet SLAs; Maintain and evolve SOPs, runbooks, and knowledge base content; Analyze incident trends to identify improvements; Mentor junior analysts; Prepare operational reports and metrics.
Seniority
Intermediate, hands-on IC
