Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (AMOC)

Amazon is hiring a Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (AMOC) in Barcelona, Spain. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include Maintenance Management Software, Alarm Systems and technical troubleshooting.
Level classifies it as a senior role.
Level lists 20,000+ other open roles at Amazon.
The role was posted within the past two weeks.

AI in this role

Lead technical operations and escalations for building maintenance and facilities monitoring within an operations centre.

Maintenance Management SoftwareAlarm Systems

technical-troubleshootingoperational-guidancevendor-managementprocess-improvementteam-leadership

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

A day in the life
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.

Basic qualifications

- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience in operations and on-call support for data center facilities, mission critical plants, or production facilities, or experience with automatic contact routing, VoIP and any contact center case management tools
- Experience operating in a 24/7 production environment
- Experience in root cause analysis and troubleshooting or problem solving
- Bachelor's degree or above in a technical or engineering related field, such as Electrical Engineering, Computer Science, etc.
- Experience in facilities management, or experience in electrical or mechanical engineering
- Experience in networking administration and troubleshooting, including analysing technical issues and communicating resolutions to customers.

Preferred qualifications

- Experience leading technical teams through daily operations and maintenance evolutions
- Experience managing large teams across multiple locations and languages
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Experience with a Computerized Maintenance Management System (CMMS)
- Experience in contracts management
- Attention to detail, with analytical and communication skills and a passion for delivering exceptional customer service.

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 (https://www.amazon.jobs/en/privacy_page) 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (AMOC) at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Base Building Maintenance (BBM) Senior Escalation Specialist, Amazon Maintenance Operation Centre (AMOC) is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in ES, Barcelona.
The job was posted on October 30, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Technical TroubleshootingOperational GuidanceVendor ManagementProcess ImprovementTeam LeadershipMaintenance Management SoftwareAlarm Systems

Questions you could be asked

Tell me about a project where technical troubleshooting was part of your work. What did you do?
Tell me about a project where operational guidance was part of your work. What did you do?
Tell me about a project where vendor management was part of your work. What did you do?
Tell me about a project where process improvement was part of your work. What did you do?
Tell me about a project where team leadership was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Technical Troubleshooting, Operational Guidance, Vendor Management, Process Improvement, and Team Leadership. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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