BBM Escalation Specialist, Amazon Maintenance Operations Center

Amazon; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Amazon seeks a Base Building Maintenance Escalation Specialist for its AMOC INTL to provide 24/7 monitoring and rapid escalation across multiple business units. The role focuses on first-line monitoring, vendor dispatch, and escalation coordination to ensure continuous operation of essential facilities.

The candidate will manage relationships with Reliability Maintenance Engineering, Operations, and H&S teams, and handle alarms, work orders, and documentation.

Qualifications

• 1+ years of customer service or back-office roles in corporate environments experience.
• Speak, write, and read fluently in English.
• Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.).
• Experience in root-cause problem solving.
• Ability to work in a 24/7 shift 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 invoice processing.
• Communicate effectively with stakeholders across units (Reliability Maintenance Engineering, Ops, H&S).
• Provide updates on vendor status and coordinate works during escalations.
• Identify and escalate critical issues to maintain equipment reliability and minimize impact.
• Monitor and respond to refrigeration alarm systems and critical alerts.
• Manage and prioritize work queues based on urgency and SLA requirements.
• Coordinate with local vendors and maintenance teams for timely resolutions.
• Execute emergency response procedures during critical facility incidents.
• Document actions and maintain accurate case records.
• Support continuous improvement initiatives for processes and procedures.

Skills

Customer service

English fluency

Microsoft Office

Root-cause problem solving

Shift work

Education

Bachelor's degree in Mechanical or Electrical Engineering

Tools

CMMS software

Job description

Description

We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team. This role is essential in providing 24/7 monitoring and response for our Amazon business unit, ensuring continuous operation through effective vendor management and technical support. The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.

Description

We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team. This role is essential in providing 24/7 monitoring and response for our Amazon business unit, ensuring continuous operation through effective vendor management and technical support. The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.

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 invoice processing.
• 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 escalation 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.
• Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues.
• Execute emergency response procedures during critical facility incidents.
• Document all actions and maintain accurate case records.
• Support continuous improvement initiatives for processes and procedures.

About The Team

The Amazon Maintenance Operation Center International (AMOC INTL) is a 24/7/365 centralized function within Central RME, delivering remote maintenance services and support to field RME teams across all business types worldwide. Since launching in Q4 2019 with 24 European AGL/GSF sites, AMOC INTL has grown over 5 316%, now managing 1 300+ buildings across North America (1 099 sites), Europe (170 sites), APAC, LATAM, and AMET. Through centralized coordination and advanced monitoring, we ensure consistent, reliable maintenance operations—freeing field teams to focus on mission-critical RME projects.

Basic Qualifications

• 1+ years of customer service or back-office roles in corporate environments experience
• Speak, write, and read fluently in English
• Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
• Experience in root-cause problem solving
• Ability to work in a 24/7 shift environment

Preferred Qualifications

• Bachelor's degree in Mechanical or Electrical Engineering or a related field
• Experience in planning, scheduling and auditing maintenance activities, or experience working with CMMS software

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

- ADCI HYD 16 SEZ - H83

Job ID: A10576255