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
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
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Manage the full lifecycle of client support tickets and requests — assigning ownership, tracking timelines, and driving every request to closure.
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Monitor and safeguard SLA commitments across all active clients, proactively identifying and resolving risks before they become breaches.
Lead Client Governance & Relationships
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Plan and coordinate regular client governance calls, ensuring the right stakeholders, agendas, and follow-ups are in place.
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Build strong day-to-day relationships with internal and client stakeholders, acting as a dependable point of contact for operational matters.
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Stay closely aligned with each client's service plan and requirements, ensuring delivery matches what's been committed.
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Mentor a team handling client support request, balancing workloads and driving performance.
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Build a culture of accountability and ownership within the team.
Handle Escalations with Judgment
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Independently manage day-to-day issues, escalating critical matters at the right time and with the right context to your manager.
Drive Continuous Improvement
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Identify patterns in recurring issues and proactively suggest process improvements.
