[Remote] Escalation Specialist , NA AMOC

Note: The job is a remote job and is open to candidates in USA. Amazon is a leading global company seeking an Escalation Specialist for their Maintenance Operations Center (AMOC). The role involves alarm monitoring, incident management, and ensuring the reliability of Amazon's equipment through effective communication and vendor coordination. Responsibilities • Monitor alarm systems, dispatch local vendors, assist site maintenance and operations personnel with troubleshooting efforts, and administer requisite systems for data accuracy and communications. • Triage and answer to alarm signals within standard service level agreements (SLAs) and escalates issues as needed to ensure the integrity of Amazon equipment reliability. • Proactively evaluate the status of assets to identify potential issues that may require escalation to supervisors or management. • Managing a communications suite that includes: multi-line telephones, radios, instant messaging clients and other internet protocol (IP)-based tools simultaneously (software multi-tasking). Skills • High school or equivalent diploma • Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc. • Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays • Experience in an IT/operations/call/command center work environment • Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers • Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment Benefits • Medical, Dental, and Vision Coverage • Maternity and Parental Leave Options • Paid Time Off (PTO) • 401(k) Plan Company Overview • Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence. It was founded in 1994, and is headquartered in Seattle, Washington, USA, with a workforce of 10001+ employees. Its website is https://amazon.com. Company H1B Sponsorship • Amazon has a track record of offering H1B sponsorships, with 18969 in 2025, 21175 in 2024, 19057 in 2023, 24088 in 2022, 12233 in 2021, 14881 in 2020. Please note that this does not guarantee sponsorship for this specific role.