Escalation Specialist
@ Amazon

Hybrid
$60,000
Hybrid
Full Time
Posted 22 days ago

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XXXXXXXX XXXXXXXXXXX XXXXXXX***** @amazon.com
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Job Details

About the Escalation Specialist Role

The Escalation Specialist at Amazon is responsible for alarm monitoring and incident management at Amazon's Maintenance Operations Center (AMOC). The AMOC is a 24/7 operation providing facilities escalation management, vendor dispatch and tracking, troubleshooting support, and documentation for multiple Amazon business units.

Key Job Responsibilities

  • Monitor alarm systems and dispatch local vendors.
  • Support site maintenance and troubleshoot operational issues.
  • Administer systems for data accuracy and communications.
  • Triage alarm signals within SLAs and escalate when needed.
  • Manage a multi-communication suite including phones, radios, and IP-based tools.

A Day in the Life

If you are not sure every qualification fits, Amazon still welcomes your unique background and experience. Passion for the role and the ability to impact operations on a global scale are valued.

Benefits

Amazon offers comprehensive benefits including Medical, Dental, and Vision Coverage, Parental Leave Options, Paid Time Off (PTO), and a 401(k) Plan. Benefits vary by location and employment status.

Key Skills/Competency

  • Alarm Monitoring
  • Incident Management
  • Vendor Dispatch
  • Troubleshooting
  • Command Center Operations
  • Microsoft Office
  • Data Accuracy
  • Crisis Management
  • Multi-tasking
  • Communication
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How to Get Hired at Amazon

🎯 Tips for Getting Hired

  • Customize your resume: Tailor your skills to alarm monitoring and troubleshooting.
  • Showcase multi-tasking: Highlight experience in managing communications tools.
  • Research Amazon: Understand its culture, values, and operations.
  • Prepare for incident scenarios: Be ready to discuss crisis management examples.

📝 Interview Preparation Advice

Technical Preparation

Review alarm monitoring system configurations.
Practice troubleshooting IT/maintenance issues.
Familiarize with command center software tools.
Study Microsoft Office suite basics.

Behavioral Questions

Describe challenging multi-tasking situations.
Explain customer conflict management approaches.
Share crisis management examples.
Discuss team collaboration experiences.

Frequently Asked Questions