Senior Escalation Specialist, Maintenance Operation Centre

The Senior Escalation Specialist serves as a technical expert and mentor within Amazon Maintenance Operations Centre (AMOC). This role combines advanced technical troubleshooting with operational guidance, focusing on complex escalations and process improvement initiatives. The position requires an experienced professional who can handle sophisticated technical challenges, mentor colleagues, and drive operational excellence through best practices and standardization.
AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for multiple Amazon business units with and without dedicated onsite maintenance personnel. The Senior Specialist contributes to developing standard operating procedures, maintaining service quality, and implementing process improvements to meet business objectives.

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

• Support a team of Escalation Specialists through coaching, mentoring, and performance management

• Schedule and facilitate regular team meetings to ensure alignment on 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

Basic Qualifications:
- Demonstrate excellent written communication skills with ability to compose clear, concise technical reports and professional correspondence
- Excellent grasp of MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Ability to work shifts in a 24/7 environment
- Maintain an in-depth knowledge of emergency, dispatching and executive reply to procedures along with high-level customer service skills as demonstrated by way of previous work history.

Preferred Qualifications:
- Proficiency in multiple languages is an advantage
- Experience of contractor management
- Experience with building maintenance systems including mechanical (HVAC, refrigeration, conveyors) and soft services (e.g., cleaning, waste, pest control)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ) to know more about how we collect, use and transfer the personal data of our candidates.

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

---