Escalation Specialist, Escalation Specialist

• 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 - 1+ years of customer service or back-office roles in corporate environments experience - Experience using CMMS (Computerized Maintenance Management Systems) to plan proactive maintenance and record reactive tasks - Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls - Experience with professional documentation using the Microsoft Office suite (Word, Excel, Outlook) - Speak, write, and read fluently in English - Ability to work in a 24/7 shift environment PREFERRED QUALIFICATIONS - Associate's degree in a technical field, or 1+ years of maintenance or engineering experience - Experience in a procurement organization performing vendor management, contract management, negotiating complex purchases, and bidding - Multi-lingual capabilities

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.