Senior Escalation Specialist, 24/7 Facilities Ops Lead

Amazon Spain Fulfillment, S.L.U.; Barcelona; On-site; EUR 70,000 - 90,000; Full time

Job summary

Amazon Spain Fulfillment, S.L.U. is seeking a Senior Escalation Specialist for the Amazon Maintenance Operations Centre (AMOC). The role combines advanced technical troubleshooting with operational guidance to handle complex escalations and drive standardization across teams.

You will mentor colleagues, develop SOPs, manage 24/7 coverage, and coordinate with vendors and internal stakeholders to ensure equipment reliability and service quality.

Qualifications

• Clear and concise presentation of complex technical information to executives and non-technical leaders
• On-call support for data center facilities, mission critical plants, or production facilities
• Experience operating in a 24/7 production environment
• Experience in root cause analysis and troubleshooting
• Bachelor's degree or above in a technical or engineering field
• Experience in facilities management, or electrical or mechanical engineering
• Experience in networking administration and troubleshooting

Responsibilities

• Respond to and triage incoming work requests within SLAs
• Manage remote works from start to end, including work order/purchase order raising and receipting
• Communicate with stakeholders (Reliability Maintenance Engineering, Ops, H&S)
• Provide updates on vendor status and coordinate escalation activities
• Identify and elevate 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 and assess performance
• Schedule and lead regular team meetings to align goals
• 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 performance data
• Drive continuous improvement through data analysis and feedback
• Manage resource planning and 24/7 shift scheduling
• Build relationships with internal customers and external vendors

Skills

Technical communication

Facilities management

24/7 operations

Root cause analysis

Networking troubleshooting

On-call support

Education

Bachelor's degree in technical/engineering field

Tools

CMMS

Microsoft Excel

SharePoint

PowerPoint

Job description

Amazon Spain Fulfillment, S.L.U. is seeking a Senior Escalation Specialist for the Amazon Maintenance Operations Centre (AMOC). The role combines advanced technical troubleshooting with operational guidance to handle complex escalations and drive standardization across teams.

You will mentor colleagues, develop SOPs, manage 24/7 coverage, and coordinate with vendors and internal stakeholders to ensure equipment reliability and service quality.