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BBM Escalation Specialist , Amazon Maintenance Operation Centre

BBM Escalation Specialist , Amazon Maintenance Operation Centre

Amazon

3 - 8 years

5 - 10 Lacs

hyderabad

Posted:1 week ago| Platform:

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Skills Required

order management maintenance operations hvac service level maintenance engineering customer service continuous improvement refrigeration operations technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a dedicated Base Building Maintece Escalation Specialist to join our Amazon Maintece 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.

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 Maintece Engineering, Ops, HS 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 maintece 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
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 Associates degree in technical field or equivalent experience
Knowledge of building maintece 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

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BBM Escalation Specialist , Amazon Maintenance Operation Centre