Manager- Customer Service

Role: Customer Service

Location: Bangalore India

Full/ Part-time: Full time

Build a career with confidence

Carrier Global Corporation global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning weve led in inventing new technologies and entirely new industries. Today we continue to lead because we have a world-class diverse workforce that puts the customer at the center of everything we do.

About the role

Key Responsibilities:

1. 247 Operations & Monitoring

• Own daytoday 24/7 Command Center operations ensuring realtime monitoring of IoT platforms asset health alarms and operational KPIs.

• Ensure timely detection of anomalies deviations and risks triggering proactive or reactive actions as per defined SOPs.

• Maintain operational readiness across shifts tools and workflows.

2. Incident Escalation & Problem Management

• Lead endtoend incident management including triage prioritization escalation coordination and closure.

• Act as the single point of operational command during major/critical incidents.

Ø Drive root cause analysis (RCA) corrective and preventive actions to reduce repeat incidents and improve stability.

3. Service Assurance & SLA Governance

• Own and govern service delivery SLAs KPIs and operational metrics.

• Track SLA adherence response times resolution quality backlog and service trends.

• Proactively identify service gaps and drive corrective actions with internal stakeholders.

4. Performance Reporting & Analytics

• Produce and review weekly/monthly MIS dashboards and executive summaries for leadership and customers.

• Analyze trends risks recurring issues and capacity constraints using operational data.

• Convert insights into actionable recommendations for operational improvement.

5. Process Excellence & SOP Ownership

• Define document and continuously improve Standard Operating Procedures (SOPs) for monitoring incidents escalations and governance.

• Ensure process compliance audit readiness and consistency across shifts and teams.

• Drive standardization automation and operational maturity initiatives.

6. CrossFunctional Coordination

• Coordinate with engineering product platform support customer success and field teams during incidents and steady state operations.

• Ensure seamless handoffs clear ownership and structured communication during highimpact events.

• Support operational inputs for onboarding golives and platform changes from an assurance standpoint.

7. Tools Platforms & Automation

• Ensure effective use of IoT Command Center tools dashboards worklist/workflow systems and collaboration platforms.

• Identify opportunities for automation alert rationalization and workflow optimization to improve response quality and efficiency.

8. People & Functional Leadership

• Lead and manage Command Center operations teams across shifts.

• Ensure skill readiness training adherence performance coaching and workload balancing.

Build a culture of discipline accountability customer focus and continuous improvement

Minimum Requirements:

• 8 Years Relevant experience

• Engineering Graduate

• Controls/electrical/ Mechanical/ Service Operations Knowledge

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Make yourself a priority with flexible schedules parental leave
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise creativity and passion of our employees. We strive to provide a great place to work that attracts develops and retains the best talent promotes employee engagement fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices providing enriching career opportunities listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other federally protected class.

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