Senior Escalation Specialist - 24/7 Facilities & Tech Ops

Amazon Inc.; Bellprat; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Amazon Inc. AMOC is seeking a Senior Escalation Specialist who combines deep technical expertise with mentoring to drive operational excellence across 24/7 facilities.

You will lead complex escalations, guide teams, and develop standard procedures to improve service quality. You will work with Reliability Maintenance Engineering, Ops, and H&S to triage requests, coordinate vendor activity, and implement data-driven improvements that minimize downtime and optimize performance across multiple

Qualifications

• Experience in written and verbal communication presenting complex technical information to executives and non-technical leaders.
• Experience in operations and on-call support for data center facilities or production environments.
• 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.
• Experience in facilities management, or electrical or mechanical engineering.
• Experience in networking administration and troubleshooting and communicating resolutions.

Responsabilités

• Respond to and triage incoming work requests within SLAs.
• Manage remote works from start to end, including PO 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.
• Monitor refrigeration alarm systems and respond promptly to alerts.
• Manage and prioritize work queues based on urgency and SLA.
• Coach, mentor and manage performance of Escalation Specialists.
• Schedule and facilitate regular team meetings to align 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.

Connaissances

Communication

Operations

24/7 environment

Root cause analysis

Networking troubleshooting

Formation

Bachelor's degree in technical/engineering field

Outils

CMMS

Microsoft Office

Description du poste

Amazon Inc. AMOC is seeking a Senior Escalation Specialist who combines deep technical expertise with mentoring to drive operational excellence across 24/7 facilities.

You will lead complex escalations, guide teams, and develop standard procedures to improve service quality. You will work with Reliability Maintenance Engineering, Ops, and H&S to triage requests, coordinate vendor activity, and implement data-driven improvements that minimize downtime and optimize performance across multiple