BBM Escalation Specialist, Amazon Maintenance Operations Center

Role overview

BBM Escalation Specialist, Amazon Maintenance Operations Center at Amazon

We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team.

Responsibilities

• Manage remote works from start to end, including work order/purchase order raising and invoice processing.
• Monitor, respond to, and manage refrigeration alarm systems, ensuring timely response to critical alerts.
• Manage and prioritize work queues based on urgency and SLA requirements.
• Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues.
• Execute emergency response procedures during critical facility incidents.
• Support continuous improvement initiatives for processes and procedures.

Employment details

• About the team The Amazon Maintenance Operation Center International (AMOC INTL) is a 24/7/365 centralized function within Central RME, delivering remote maintenance services and support to field RME teams across all business types worldwide.
• Location: Hyderabad [Telangana] [India]

About the employer

• This role is essential in providing 24/7 monitoring and response for our Amazon business unit, ensuring continuous operation through effective vendor management and technical support.
• Bachelor's degree in Mechanical or Electrical Engineering or a related field - Experience in planning, scheduling and auditing maintenance activities, or experience working with CMMS software Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Additional role details

• The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.
• Key job responsibilities
• Respond to and triage incoming work requests within standard service level agreements (SLAs).
• Communicate 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 escalation.
• Identify and escalate critical issues through appropriate channels to maintain equipment reliability and minimize operational impact.
• Document all actions and maintain accurate case records.
• Since launching in Q4 2019 with 24 European AGL/GSF sites, AMOC INTL has grown over 5 316%, now managing 1 300+ buildings across North America (1 099 sites), Europe (170 sites), APAC, LATAM, and AMET.
• Through centralized coordination and advanced monitoring, we ensure consistent, reliable maintenance operations-freeing field teams to focus on mission-critical RME projects.
• 1+ years of customer service or back-office roles in corporate environments experience - Speak, write, and read fluently in English - Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.) - Experience in root-cause problem solving - Ability to work in a 24/7 shift environment
• 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.