Senior Escalation Lead: 24/7 Facility Ops & Optimization

Amazon Inc.; Barcelona; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Amazon Inc. is seeking a Senior Escalation Specialist for the Amazon Maintenance Operations Centre in the Barcelona region. You will act as a technical expert, mentor colleagues, troubleshoot complex issues, and drive standardization and process improvements.

AMOC provides 24/7 monitoring, vendor coordination, and documentation management for multiple Amazon units. You will develop SOPs, maintain service quality, and lead improvements to meet business objectives.

Qualifications

• Experience communicating complex technical information to executives and non-technical leaders.
• Experience in data center facilities, critical plants, or production environments.
• Experience operating in a 24/7 production environment.
• Experience in root cause analysis and troubleshooting.
• Background in facilities management or electrical/mechanical engineering.
• Experience in networking administration and troubleshooting.

Responsabilités

• Respond to and triage incoming work requests within SLAs.
• Manage remote works end-to-end including work order/purchase order handling.
• Communicate with stakeholders across teams (Reliability Maintenance Engineering, Ops, H&S).
• Provide updates on vendor status and coordinate escalations.
• Identify and resolve critical issues to maintain equipment reliability.
• Monitor refrigeration alarm systems and respond to critical alerts.
• Prioritize work queues based on urgency and SLA requirements.
• Coach and mentor Escalation Specialists; manage performance.
• Schedule and lead regular team meetings; align goals and processes.
• Provide technical training and guidance to team members.
• Create and maintain SOPs and best practices.
• Monitor team performance metrics and drive improvements.
• Lead stakeholder meetings and present data to senior management.
• Drive continuous improvement via data analysis and feedback.
• Manage resource planning and 24/7 shift scheduling.
• Build strong relationships with internal customers and external vendors.

Connaissances

Communication skills

Operations & on-call support

Root cause analysis

24/7 production environment

Facilities management / engineering

Networking troubleshooting

Formation

Bachelor's degree in technical/engineering field

Outils

CMMS

Microsoft Office Suite

Description du poste

Amazon Inc. is seeking a Senior Escalation Specialist for the Amazon Maintenance Operations Centre in the Barcelona region. You will act as a technical expert, mentor colleagues, troubleshoot complex issues, and drive standardization and process improvements.

AMOC provides 24/7 monitoring, vendor coordination, and documentation management for multiple Amazon units. You will develop SOPs, maintain service quality, and lead improvements to meet business objectives.