Escalation Specialist

Amazon Inc.; Hyderabad; On-site; INR 420,000 - 650,000; Full time

Job summary

Amazon Inc. in Hyderabad, India seeks a Base Building Maintenance Escalation Specialist to join the AMOC team. You will monitor facilities 24/7, coordinate vendor responses, and escalate issues to maintain reliable operation across global sites.

The role emphasizes first-line monitoring, shift readiness, and effective stakeholder communication, with duties spanning from work-order handling to incident containment.

Qualifications

• 1+ years in customer service or back-office roles in corporate environments.
• Experience using CMMS to plan proactive maintenance and record reactive tasks.
• Background in Electrical/Mechanical/Electronics and Controls.
• Proficient in MS Office (Word, Excel, Outlook).
• Fluent English (spoken, written, reading).
• Ability to work in a 24/7 shift environment.

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 effectively with stakeholders (Reliability Maintenance Engineering, Ops, H&S).
• Provide updates on vendor status and coordinate works during escalation.
• Identify and escalate critical issues to maintain equipment reliability.
• Monitor refrigeration alarm systems and respond to critical alerts.
• Prioritize work queues based on urgency and SLA requirements.
• Coordinate with local vendors and maintenance teams for timely resolution.
• Execute emergency response procedures during critical incidents.
• Document actions and maintain accurate case records.
• Support continuous improvement of processes and procedures.

Skills

CMMS experience

Vendor management

Customer service

Electrical knowledge

English fluency

Shift work

Education

Technical associate degree

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 global facility network, 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.

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.

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 receipting


• 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

Basic Qualifications

• 1+ years of customer service or back-office roles in corporate environments experience


• Experience using CMMS (Computerized Maintenance Management Systems) to plan proactive maintenance and record reactive tasks


• Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls


• Experience with professional documentation using the Microsoft Office suite (Word, Excel, Outlook)


• Speak, write, and read fluently in English


• Ability to work in a 24/7 shift environment

Preferred Qualifications

• Associate's degree in a technical field, or 1+ years of maintenance or engineering experience


• Experience in a procurement organization performing vendor management, contract management, negotiating complex purchases, and bidding


• Multi-lingual capabilities