Escalation Specialist

Purpose of the JobWe are seeking a dedicated Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team.

This role is essential in providing 24/7 monitoring and response for our global facility network, ensuring continuous operation through effective vendor management and technical support.

The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.

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 escalate 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 requirementsCoordinate with local vendors and maintenance teams to ensure timely resolution of facility issuesExecute emergency response procedures during critical facility incidentsDocument all actions and maintain accurate case recordsSupport continuous improvement initiatives for processes and procedures

Basic qualificationsHigh school diploma or equivalentExperience in technical support, facilities management, or related fieldStrong problem-solving and analytical skillsExcellent written and verbal communication abilitiesProficiency in Microsoft Office SuiteExperience with CMMS systems and work order managementAbility to work in a 24/7 shift environmentCustomer service oriented with strong attention to detail Preferred qualificationsAssociate's degree in technical field or equivalent experienceKnowledge of building maintenance systems (HVAC, refrigeration, electrical)Experience with vendor/contractor managementMulti-lingual capabilitiesPrevious experience in a command center or operations environmentFamiliarity with building automation systems