Purpose of the Job We are seeking a dedicated 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