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 responsibilities
- Respond 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 receipting
- 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
- 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
- Support a team of Escalation Specialists through coaching, mentoring, and performance management
- Schedule and facilitate regular team meetings to ensure alignment on goals and processes
- Provide technical training and guidance to team members
- Create and maintain standard operating procedures and best practices
- Monitor team performance metrics and implement improvement strategies
- Lead stakeholder meetings and present performance data to senior management
- Drive continuous improvement initiatives through data analysis and team feedback
- Manage resource planning and shift scheduling for 24/7 coverage
- Build and maintain strong relationships with internal customers and external vendors


A day in the life
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.

Basic qualifications

- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience 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 tools
- Experience operating in a 24/7 production environment
- Experience in root cause analysis and troubleshooting or problem solving
- Bachelor'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 engineering
- Experience in networking administration and troubleshooting, including analysing technical issues and communicating resolutions to customers.

Preferred qualifications

- Experience leading technical teams through daily operations and maintenance evolutions
- Experience managing large teams across multiple locations and languages
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Experience with a Computerized Maintenance Management System (CMMS)
- Experience in contracts management
- Attention to detail, with analytical and communication skills and a passion for delivering exceptional customer service.

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