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BBM Escalation Specialist, Amazon Maintenance Operations Center

Amazon· Facilities, Maintenance, & Real Estate
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HyderabadFull-timePosted yesterday

About the role

Base Building Maintenance Escalation Specialist responsible for 24/7 monitoring and response, vendor management, and escalation across multiple Amazon business units within AMOC. Handles first-line monitoring, dispatch coordination, SLAs, and critical issue escalation to maintain equipment reliability.

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 with stakeholders (Reliability Maintenance Engineering, Ops, H&S etc.).
  • Provide updates on vendor status, lead coordination during escalations.
  • 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.

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

Skills

Required:Customer service or back-office experienceEnglish fluencyMicrosoft OfficeRoot-cause problem solving

Benefits

  • 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 the accommodations page for more information.
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

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