Assistant Manager - Software Support

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

Job summary

Bar Code India Ltd, Gurgaon, is seeking an Assistant Manager – Software Support to own the day-to-day operational engine of our software support function.

This high-visibility role demands a project-management mindset, ownership, and momentum to every client request and service commitment. You will ensure nothing falls through the cracks by closing tickets, meeting SLAs, and delivering on client expectations, while leading a team and coordinating governance calls.

Qualifications

• 4–6 years of experience in project management, operations, or client-facing delivery roles.
• Strong client handling and team management exposure.
• Excellent communication and stakeholder management skills.
• Problem-solving mindset with a customer-centric approach.

Responsibilities

• Own the full lifecycle of client support tickets from assignment to closure.
• Monitor SLAs across active clients and identify risks early.
• Plan and coordinate regular client governance calls.
• Mentor a team handling client support requests and drive performance.
• Build dashboards and reporting on ticket health and team output.

Skills

Project management

Operations management

Client relationship management

Team leadership

Stakeholder management

Communication

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.