1h ago
AmazonPosted 1d ago
L1
BBM Escalation Specialist , Amazon Maintenance Operation Centre, Amazon Maintenance Operations Center
BBM Escalation Specialist , Amazon Maintenance Operation Centre, Amazon Maintenance Operations Center at Amazon scores 0 out of 100 on AI centrality, which makes it a Level 1 role on this board.
IN, TS, Hyderabadmidfull-time
AI in this role
Provide 24/7 monitoring, vendor coordination, and escalation management for building maintenance operations.
excelwordoutlook
customer-servicevendor-managementroot-cause-analysisincident-management
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 invoice processing.
• 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.
About the team
The Amazon Maintenance Operation Center International (AMOC INTL) is a 24/7/365 centralized function within Central RME, delivering remote maintenance services and support to field RME teams across all business types worldwide. Since launching in Q4 2019 with 24 European AGL/GSF sites, AMOC INTL has grown over 5 316%, now managing 1 300+ buildings across North America (1 099 sites), Europe (170 sites), APAC, LATAM, and AMET. Through centralized coordination and advanced monitoring, we ensure consistent, reliable maintenance operations—freeing field teams to focus on mission-critical RME projects.
Basic qualifications
- 1+ years of customer service or back-office roles in corporate environments experience
- Speak, write, and read fluently in English
- Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
- Experience in root-cause problem solving
- Ability to work in a 24/7 shift environment
Preferred qualifications
- Bachelor's degree in Mechanical or Electrical Engineering or a related field
- Experience in planning, scheduling and auditing maintenance activities, or experience working with CMMS software
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.
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
Customer ServiceVendor ManagementRoot Cause AnalysisIncident ManagementExcelWordOutlook
Questions you could be asked
- Tell me about a project where customer service 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 root cause analysis was part of your work. What did you do?
- Tell me about a project where incident management was part of your work. What did you do?
- Walk me through how you've used Excel in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Customer Service, Vendor Management, Root Cause Analysis, Incident Management, and Excel. 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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