Note: The job is a remote job and is open to candidates in USA. AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. They are seeking an Operations Support Lead to oversee day-to-day support operations, ensure adherence to SLAs, and drive continuous improvement while serving as a liaison between various teams.
Responsibilities
- Structure and coordinate Support team schedules, including shift planning, coverage balance, and on-call rotations
- Manage team roster and ensure service continuity across business hours and after-hours escalations
- Assist with hiring processes (interviews), access provisioning, and onboarding of new team members
- Facilitate daily operations (ceremonies/rituals, routines), remove blockers, and maintain alignment to goals and delivery standards
- Oversee shift handovers, ensuring clear context, status, risks, and next actions for operational continuity
- Lead or support incident calls and operational bridges, coordinating stakeholders end-to-end
- Standardize processes for escalations, incident response, and problem management to minimize recurrence
- Ensure all deliverables meet SLA and quality standards; monitor backlog, MTTA/MTTR, and ticket aging
- Review tickets for accuracy, completeness, customer clarity, and quality; coach the team on best practices and standards
- Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks, ensuring versioning and compliance
- Lead and participate in the yearly OKR cycle, ensuring tracking, and delivery of operational OKRs, and partner with leadership on the strategic development and execution of support initiatives
- Utilize AI-powered solutions (such as chatbots, automated ticket triage, and knowledge base search) to streamline incident resolution and service request handling
- Apply AI-driven insights to proactively identify recurring issues, recommend solutions, and optimize support workflows
- Continuously update and maintain familiarity with emerging AI tools relevant to IT support, ensuring best practices are adopted
- Document the use and outcomes of AI tools in the ticketing system to support knowledge sharing and process improvement
- Mentor team members on effective AI tool usage, fostering a culture of innovation and continuous improvement
- Identify efficiency opportunities across workflows, tooling, and handoffs; implement measurable improvements
- Build a self-managing culture of autonomy, critical thinking, and ownership of outcomes
- Lead initiatives to elevate operational delivery standards and customer experience
- Support continuous improvement of operational processes and documentation
- Serve as the main point of contact for stakeholders; handle escalations with structured updates
- Produce clear, structured, and business-oriented communications (status, decisions, impacts, next steps)
- Prepare content for weekly review meetings (insights, risks, dependencies, improvement proposals)
- Maintain alignment with Product, Customers, Engineering and Operations to ensure strategy, processes, and roadmaps are synchronized
- Provide concise updates to senior leadership, communicating trade-offs and timelines transparently
- Track and report KPIs; present performance results, trends, and action plans to leadership
- Maintain documentation repositories and audit readiness (process maps, SLAs, RACI, compliance artifacts)
- Manage operational tools, databases, and ensure compliance with internal policies
Skills
- Fluent English; Advanced Spanish (written and spoken)
- Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination
- Strong skills in ticket/incident management, change readiness, escalations, and SLA governance
- Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning
- Data-driven decision-making; able to define goals, KPIs, and improvement strategies
- Excellent communication, stakeholder management, and cross-team alignment abilities
- Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk)
- Familiarity with documentation tooling (Confluence/SharePoint) and reporting (Excel/Sheets, BI)
- Knowledge of incident/problem/change management practices and operational playbooks
- Experience coordinating multi-zone operations and presenting to senior leadership
- Exposure to product-operational handoffs and customer-facing support environments
- Familiarity with ITIL concepts; experience working with global teams
- Previous experience in shift-based or 24x7 environments
Benefits
- Performance based bonus*
- Attendance Bonus*
- Private pension plan
- Meal Allowance
- Casual office and dress code
- Days off*
- Health, dental, and life insurance
- Medicines discounts
- WellHub partnership
- Childcare subsidies
- Discounts on Ambev products*
- Clube Ben partnership
- Scholarship*
- School materials assurance
- Language and training platforms
- Transport allowance
Company Overview
Company H1B Sponsorship