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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, vendor management and technical support to ensure continuous operation across Amazon business units. Includes first-line monitoring, escalation management, and coordination with vendors and internal teams.

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, 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.

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 serviceEnglish languageMicrosoft OfficeRoot-cause problem solving
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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