Escalation Specialist

Purpose of the Job

We are seeking a dedicated 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. 

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 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 

Basic qualifications

• High school diploma or equivalent

• Experience in technical support, facilities management, or related field

• Strong problem-solving and analytical skills • Excellent written and verbal communication abilities

• Proficiency in Microsoft Office Suite • Experience with CMMS systems and work order management

• Ability to work in a 24/7 shift environment

• Customer service oriented with strong attention to detail 

Preferred qualifications

• Associate's degree in technical field or equivalent experience

• Knowledge of building maintenance systems (HVAC, refrigeration, electrical)

• Experience with vendor/contractor management

• Multi-lingual capabilities

• Previous experience in a command center or operations environment

• Familiarity with building automation systems

Interested candidates can send their CVs to maie.shendy@riseupgrp.com or hit me up on LinkedIn.

The client offers competitive salaries, social and medical insurance.