Job DescriptionJob Title: Assistant Manager – Software Support
Department: Software Support
Location: Gurgaon
Experience: 4–6 years in project management, with strong client handling and team management exposure
About the Role
We're looking for an Assistant Manager in our Software Support practice to own the day-to-day operational engine of our software support function. This is a high-visibility role for someone who thinks like a project manager — someone who brings structure, ownership, and momentum to every client request that comes through the door.
You'll be the person ensuring nothing falls through the cracks: tickets get closed, SLAs are met, and every commitment we make to a client is tracked and delivered. You'll represent BCI to our customers on a day-to-day basis, making this a role built on trust, accountability, and follow-through.
This position sits at the intersection of operations, client relationship management, and team leadership — ideal for someone who enjoys owning outcomes end-to-end rather than just executing tasks.
What You'll DoOwn Support Operations Like a Project- Manage the full lifecycle of client support tickets and requests — assigning ownership, tracking timelines, and driving every request to closure.
- Monitor and safeguard SLA commitments across all active clients, proactively identifying and resolving risks before they become breaches.
Lead Client Governance & Relationships- Plan and coordinate regular client governance calls, ensuring the right stakeholders, agendas, and follow-ups are in place.
- Build strong day-to-day relationships with internal and client stakeholders, acting as a dependable point of contact for operational matters.
- Stay closely aligned with each client's service plan and requirements, ensuring delivery matches what's been committed.
Manage and Grow a Team- Mentor a team handling client support request, balancing workloads and driving performance.
- Build a culture of accountability and ownership within the team.
Handle Escalations with Judgment- Independently manage day-to-day issues, escalating critical matters at the right time and with the right context to your manager.
Drive Continuous Improvement- Identify patterns in recurring issues and proactively suggest process improvements.
- Build and maintain reporting/dashboards that give visibility into ticket health, SLA performance, and team output.
What We're Looking For- 4–6 years of experience in project management, operations, or client-facing delivery roles.
- A natural knack for problem-solving and a genuine focus on customer experience.
- Demonstrated experience managing a team.
- Strong client-handling skills — confident, professional, and solutions-oriented under pressure.
- Excellent communication and stakeholder management skills.
- Strong planning and prioritization abilities — comfortable managing multiple threads at once.
- A proactive, ownership-driven mindset.
RequirementsJob Title: Assistant Manager – Software Support Department: Software Support Location: Gurgaon Experience: 4–6 years in project management, with strong client handling and team management exposure About the Role We're looking for an Assistant Manager in our Software Support practice to own the day-to-day operational engine of our software support function. This is a high-visibility role for someone who thinks like a project manager — someone who brings structure, ownership, and momentum to every client request that comes through the door. You'll be the person ensuring nothing falls through the cracks: tickets get closed, SLAs are met, and every commitment we make to a client is tracked and delivered. You'll represent BCI to our customers on a day-to-day basis, making this a role built on trust, accountability, and follow-through. This position sits at the intersection of operations, client relationship management, and team leadership — ideal for someone who enjoys owning outcomes end-to-end rather than just executing tasks. What You'll Do Own Support Operations Like a Project Manage the full lifecycle of client support tickets and requests — assigning ownership, tracking timelines, and driving every request to closure. Monitor and safeguard SLA commitments across all active clients, proactively identifying and resolving risks before they become breaches. Lead Client Governance & Relationships Plan and coordinate regular client governance calls, ensuring the right stakeholders, agendas, and follow-ups are in place. Build strong day-to-day relationships with internal and client stakeholders, acting as a dependable point of contact for operational matters. Stay closely aligned with each client's service plan and requirements, ensuring delivery matches what's been committed. Manage and Grow a Team Mentor a team handling client support request, balancing workloads and driving performance. Build a culture of accountability and ownership within the team. Handle Escalations with Judgment Independently manage day-to-day issues, escalating critical matters at the right time and with the right context to your manager. Drive Continuous Improvement Identify patterns in recurring issues and proactively suggest process improvements. Build and maintain reporting/dashboards that give visibility into ticket health, SLA performance, and team output. What We're Looking For 4–6 years of experience in project management, operations, or client-facing delivery roles. A natural knack for problem-solving and a genuine focus on customer experience. Demonstrated experience managing a team. Strong client-handling skills — confident, professional, and solutions-oriented under pressure. Excellent communication and stakeholder management skills. Strong planning and prioritization abilities — comfortable managing multiple threads at once. A proactive, ownership-driven mindset.
