Assistant Manager - Software Support

Bar Code India Ltd.; Gurgaon; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Bar Code India Ltd. in Gurgaon is seeking an Assistant Manager – Software Support to own the day-to-day operations of our software support function, delivering client-ready outcomes with ownership and momentum.

You will oversee tickets, SLAs, governance calls, and a growing team, ensuring clear accountability, proactive risk management, and consistent delivery aligned with service plans. This role suits a project-management minded professional who thrives under pressure and builds trusted client

Qualifications

• 4–6 years of experience in project management, operations, or client-facing delivery roles.
• Natural knack for problem-solving and 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 — able to manage multiple threads at once.

Responsibilities

• Manage full lifecycle of client support tickets — ownership, timelines, and closure.
• Monitor SLA commitments across all active clients and identify risks.
• Coordinate regular client governance calls with stakeholders and follow-ups.
• Build strong day-to-day relationships with internal and client stakeholders.
• Ensure delivery matches service plans.
• Mentor a team handling client support requests and balance workloads.
• Foster a culture of accountability and ownership.
• Independently manage day-to-day issues and escalate when needed.
• Identify recurring issues and suggest process improvements.
• Build and maintain dashboards showing ticket health and SLA performance.

Skills

Project management

Client handling

Team leadership

Stakeholder management

Problem solving

Operations

Job description

Job 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.
• 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.