Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (AMOC)The Senior Escalation Specialist serves as a technical expert and mentor within Amazon Maintenance Operations Centre (AMOC). This role combines advanced technical troubleshooting with operational guidance, focusing on complex escalations and process improvement initiatives. The position requires an experienced professional who can handle sophisticated technical challenges, mentor colleagues, and drive operational excellence through best practices and standardization. AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for multiple Amazon business units with and without dedicated onsite maintenance personnel. The Senior Specialist contributes to developing standard operating procedures, maintaining service quality, and implementing process improvements to meet business objectives.Key job responsibilitiesRespond to and triage incoming work requests within standard service level agreements (SLAs)Manage remote works from start to end, including work order/purchase order raising and receiptingCommunicate effectively and efficiently with stakeholders (Reliability Maintenance Engineering, Ops, H&S; etc.)Provide updates on vendor status, take the lead on coordinating works during an escalationIdentify and elevate critical issues through appropriate channels to maintain equipment reliability and minimize operational impactMonitor, respond to, and manage refrigeration alarm systems, ensuring timely response to critical alertsManage and prioritize work queues based on urgency and SLA requirementsSupport a team of Escalation Specialists through coaching, mentoring,



and performance managementSchedule and facilitate regular team meetings to ensure alignment on goals and processesProvide technical training and guidance to team membersCreate and maintain standard operating procedures and best practicesMonitor team performance metrics and implement improvement strategiesLead stakeholder meetings and present performance data to senior managementDrive continuous improvement initiatives through data analysis and team feedbackManage resource planning and shift scheduling for 24/7 coverageBuild and maintain strong relationships with internal customers and external vendorsA day in the lifeThe Senior Escalation Specialist serves as a technical expert and mentor within Amazon Maintenance Operations Centre (AMOC). This role combines advanced technical troubleshooting with operational guidance, focusing on complex escalations and process improvement initiatives. The position requires an experienced professional who can handle sophisticated technical challenges, mentor colleagues, and drive operational excellence through best practices and standardization. AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for multiple Amazon business units with and without dedicated onsite maintenance personnel. The Senior Specialist contributes to developing standard operating procedures, maintaining service quality, and implementing process improvements to meet business objectives.Basic QualificationsExperience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leadersExperience in operations and on-call support for data center facilities, mission critical plants, or production facilities, or experience with automatic contact routing,



VoIP and any contact center case management toolsExperience operating in a 24/7 production environmentExperience in root cause analysis and troubleshooting or problem solvingBachelor's degree or above in a technical or engineering related field, such as Electrical Engineering, Computer Science, etc.Experience in facilities management, or experience in electrical or mechanical engineeringExperience in networking administration and troubleshooting, including analysing technical issues and communicating resolutions to customers.Preferred QualificationsExperience leading technical teams through daily operations and maintenance evolutionsExperience managing large teams across multiple locations and languagesKnowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)Experience with a Computerized Maintenance Management System (CMMS)Experience in contracts managementAttention to detail, with analytical and communication skills and a passion for delivering exceptional customer service.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.#J-18808-Ljbffr

📌 Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (A (Bellprat)
🏢 Amazon.co
📍 Bellprat