Senior Escalation Lead – 24/7 Ops & Improvement

Amazon Inc.; Barcelona; On-site; EUR 90,000 - 105,000; Full time

Job summary

Amazon is seeking a Senior Escalation Specialist for the AMOC to act as a technical expert and mentor. The role blends advanced troubleshooting with operational guidance to handle complex escalations and drive standardization.

You will help develop SOPs, maintain service quality and lead continuous improvement efforts across multiple business units. Engage with Reliability Maintenance Engineering, Ops, and H&S while coordinating vendor activities, monitoring alarms, and ensuring 24/7 coverage

Qualifications

• Experience in written and verbal communication with the ability to present complex technical information clearly to executives and non-technical leaders.
• Experience in facilities management or electrical/mechanical engineering.
• Experience operating in a 24/7 production environment.

Responsibilities

• Respond to and triage incoming work requests within standard SLAs.
• Manage remote works from start to end, including work order/purchase order raising and receipting.
• Communicate effectively with stakeholders (Reliability Maintenance Engineering, Ops, H&S).
• Provide updates on vendor status and coordinate works during escalations.
• Identify and elevate critical issues to maintain equipment reliability and minimize impact.
• Monitor refrigeration alarm systems and respond 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.

Skills

Strong communication

24/7 operations experience

Root cause analysis

Facilities management

Networking troubleshooting

Education

Bachelor's degree or above in Electrical Engineering, Computer Science, or related field

Job description

Amazon is seeking a Senior Escalation Specialist for the AMOC to act as a technical expert and mentor. The role blends advanced troubleshooting with operational guidance to handle complex escalations and drive standardization.

You will help develop SOPs, maintain service quality and lead continuous improvement efforts across multiple business units. Engage with Reliability Maintenance Engineering, Ops, and H&S while coordinating vendor activities, monitoring alarms, and ensuring 24/7 coverage