- Location
- Bucharest, Bucharest
- Type
- Full-time
- Department
- Customer Service
- Source
- Teamtailor
Description
BearingPoint Products is a product development team where every colleague contributes to our product's success end to end. That means we cover areas like Product Management, UI/UX, Engineering, Testing, and Maintenance. Innovation is the key, so you will work with cutting-edge technologies and the latest SAP technology stack (SAP UI5, ABAP Cloud with RAP, SAP HANA and many others on SAP BTP) to achieve your career goals. As part of our team, you will work on innovative solutions and assets, in genuine partnership with market-leading clients.
Be part of our open, supportive and inclusive culture. You will enjoy high levels of empowerment, teamwork, daily learning and knowledge sharing. Therefore, come join us and be part of the tech community inside our firm.
We are hiring a Head of Application Support to lead the operational support of BearingPoint ETM.next EaaS solutions. In this role, you will manage a technical support team, ensure stable service for clients within the broader ecosystem, and maintain platform reliability by bridging the gap between support, product, and engineering teams.
Primary Functions and Tasks:
Design and establish the full support organization for software products, including Level 1, Level 2, and Level 3 support structures.
Define roles, responsibilities, handoffs, and ownership across all support levels and engineering teams.
Build and implement support processes for incident management, request handling, problem management, escalation management, and service reporting.
Create SLAs, OLAs, KPIs, and service performance dashboards to monitor support quality and efficiency.
Set up ticket triage, prioritization, routing, and resolution workflows across support teams.
Introduce tooling and best practices for ticketing, monitoring, alerting, service reporting, and support analytics.
Lead the ETM.next technical support team, managing daily workloads, setting priorities, and ensuring strict SLA compliance for client issues
Act as the primary escalation point for critical platform incidents, coordinating quick resolution between support, product, and engineering teams
Ensure stability, performance, and reliability of ETM.next production environment.
Track operational metrics to identify bottlenecks and build feedback loops for long-term product improvements
Develop a strong understanding of the ETM.next application and support troubleshooting
We are looking for:
5+ years in IT Operations, Service Desk Management, or Application Support environments
Proven experience setting up or transforming support teams for software products.
Proven experience leading, coordinating, or acting as a Team Lead for technical support teams
Strong background in SLA-driven environments (Incident, Problem, Change Management)
Ability to quickly understand and work with complex enterprise applications (not only infrastructure or service management)
Hands-on mindset with willingness to engage in application-level analysis and issue resolution
Familiarity with ticketing and collaboration tools
English - Fluent / German - plus
Nice-to-Have
Experience in supporting enterprise SaaS / EaaS applications
Exposure to SAP landscape, SAP BTP, or S/4HANA ecosystems
Experience in customer-facing support environments
Location: Bucharest, Sibiu, Cluj, Brasov, Timisoara and Iasi.
Offer:
Compensation package:
Our compensation package includes a fixed salary with yearly evaluation and quarterly performance-related bonus, meal tickets, Easter and Christmas gift vouchers, as well as seniority, referral bonus, and peer-to-peer recognition.
Health and Wellbeing:
Our benefits package includes extra paid vacation days, hybrid working model, quality private medical subscription for employee and their families, and gym options.
Professional growth:
A learning-oriented organization with customized training paths (a mix between technical, functional and soft skills, as well as German and French language courses), certifications, valuable e-learning solution and firm-wide development programs.
For more information, please visit:
About BearingPoint
BearingPoint is an independent management and technology consultancy with European roots and a global reach. We help businesses transform by combining deep industry expertise with strong capabilities in strategy, operations, and technology. Dedicated SAP and Microsoft transformation units, a strong focus on AI, and outcome-based products enable us to provide tailored, innovative solutions that create measurable and sustainable value.
In addition to our core consulting operations, we run two joint ventures. Arcwide, our joint venture with IFS, specializes in business transformation enabled by IFS technology. BearingPoint North America, our joint venture with ABeam Consulting, focuses on consulting excellence and business transformation built on SAP.
BearingPoint works with many of the world’s leading companies and public-sector organizations. Together with its strategic alliance partner ABeam Consulting, the firm brings together more than 15,000 professionals and serves clients in over 70 countries, delivering seamless business transformation, strengthening performance, and driving sustainable impact.
BearingPoint is recognized among TIME World’s Best Companies and Forbes World’s Best Employers. The firm is also a certified B Corporation, committed to responsible business and creating long-term value for organizations, people, and society.
Together with our colleagues from Portugal, the Czech Republic and India, we are part of BearingPoint’s Cross-Shore Enablement Hub (CSH), which offers a wide range of expertise.
We are present in 6 cities in Romania (Bucharest, Brasov, Cluj-Napoca, Iasi, Sibiu and Timisoara) and our team has more than 850 employees.
Together, we are more than business. Join us.