BBM Escalation Specialist

1 day ago

Hyderabad, Telangana, India Amazon Full time

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.

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

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.

Company
- ADCI HYD 16 SEZ - H83

Job ID: A3143883

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