BBM Escalation Specialist, Amazon Maintenance Operations Center

Amazon · Retail & E-commerce

Hyderabad, Telangana, India
On-site
Posted yesterday
Operations & Supply Chain
full-time

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About the job

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 escalate 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

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