Escalation Specialist, Arabic, Global Security Operations Centre

4 weeks ago

Bengaluru, Karnataka, India Amazon Full time

Job Title: Escalation Specialist

The Amazon Global Security Operations (GSO) team is responsible for mitigating security and operational risks to our associates, physical assets, and brand. Our Critical Incident Operations (CIOPS) department supports Amazon Worldwide Stores with 24/7 services including alarm monitoring and response, incident triage, and crisis management.

We are hiring an Escalation Specialist at Amazon's India CIOPS Office to work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational risks while providing critical incident and workplace violence triage, coordination, and facilitation.

Key Responsibilities:
  • Provide support to delivery associates on-road and customers receiving shipments or services from Amazon by researching and troubleshooting with internal tools.
  • Triage and prioritize incoming incidents and collaborate with crisis management leadership.
  • Transfer lower severity calls, which can be a significant percentage of total call volume, to appropriate partners, including Customer Service and Shipping Delivery Services.

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