Description We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance 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. 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 • 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 Basic Qualifications - 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 Preferred Qualifications - Associate's degree in technical field or equivalent experience - Knowledge of building maintenance 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 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.